Contact Centre Team Leader
Posted date [2026-04-27]
(ID: 44567)
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As the largest bank in the UAE, FAB has taken decisive steps as a regional pacesetter in the financial industry to bind both ambition and action together to accelerate the pace of positive environmental change. As the first bank in the MENA region to have committed to a target of net-zero emissions by 2050, we're making advances across our own operations in addition to walking alongside our clients as their strategic partner to ensure they can achieve their climate goals.... |
Job Snapshot
Role: Contact Centre Team Leader
Location: Abu Dhabi, United Arab Emirates
Industry: Banking
Function: Customer Support
Experience: Team leadership experience in customer service and call centre operations
Job Type: Full-time
Position Overview
Contact Centre Team Leader in Abu Dhabi, United Arab Emirates is a strong hiring opportunity within the Banking industry for professionals specializing in Customer Support and call centre operations. This role supports First Abu Dhabi Bank by leading customer service representatives, maintaining service quality standards, and ensuring 24/7 contact centre operations deliver excellent customer experience and strong SLA performance.
Job Details
Country: United Arab Emirates
City: Abu Dhabi
Industry: Banking
Function: Customer Support
Salary: 12000-18000
ONLY if salary is NOT provided: Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
This position is responsible for supervising contact centre teams, improving service performance, and maintaining strong operational control across customer support channels. The selected professional will ensure service levels are achieved, team productivity remains high, and customer escalations are resolved efficiently while supporting continuous improvement and staff development.
Key Responsibilities
* Organize and supervise the daily work of customer service representatives across assigned contact centre operations
* Maintain service levels in line with agreed SLAs and ensure high-quality customer support delivery
* Prepare daily, weekly, and monthly reports at individual, team, and site level for performance monitoring
* Conduct quality call evaluations and maintain service standards across the contact centre
* Monitor team productivity including occupancy rates, call duration, wrap-up time, and operational KPIs
* Supervise both morning and evening rotational shifts across 24-hour, 365-day contact centre operations
* Handle difficult customer complaints and escalations requiring management intervention
* Ensure operational controls are maintained and compliance with internal policies and banking regulations is achieved
* Provide coaching, counselling, and ongoing support to improve agent product knowledge and customer service quality
* Conduct training programs and post-evaluation reviews to strengthen employee performance
* Promote team spirit, staff motivation, and recognition programs to improve engagement and retention
* Ensure all team members report on time and maintain strong attendance discipline
* Monitor sales performance, lead generation, and cross-selling achievements for each team member
* Conduct monthly performance appraisals and recommend training needs and quality improvements
* Provide recommendations to improve customer experience and Net Promoter Score for contact centre services
Ideal Profile
* Bachelor’s degree in Business Administration, Banking, Management, or a related discipline
* Strong experience in call centre operations, customer service leadership, or banking support services
* Proven team leadership experience in managing customer service representatives and shift operations
* Strong knowledge of service quality management, SLA performance, and customer escalation handling
* Good understanding of operational controls, compliance standards, and contact centre governance
* Strong coaching, motivation, and people management skills
* Excellent communication, reporting, and problem-solving abilities
Skills Set
* Customer Support
* Contact centre operations
* Team leadership
* SLA management
* Quality assurance and call evaluation
* Customer escalation handling
* Staff coaching and training
* Performance reporting
* Cross-selling and lead generation
* Customer experience improvement
Why Join Us
* Join one of the UAE’s largest and most trusted banking institutions
* Lead customer support excellence across high-volume banking operations
* Work in a dynamic environment focused on service quality and operational performance
* Competitive salary package with strong long-term career progression opportunities
* Collaborate with experienced professionals across customer service and operations teams
* Build a stable leadership career with a bank known for innovation, service excellence, and financial strength
About the Company
First Abu Dhabi Bank is the UAE’s largest bank and one of the world’s leading financial institutions, providing a full range of corporate, retail, investment, and private banking services. Headquartered in Abu Dhabi, FAB combines strong regional expertise with global reach, delivering innovative financial solutions and trusted customer relationships across the Middle East and international markets.
