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....

Customer Service Supervisor – Contact Centre (UAE Nationals Only)

Job Overview
Join First Abu Dhabi Bank (FAB), the UAE’s largest financial institution, as a Customer Service Supervisor overseeing a team of CSR agents within a 24/7 call centre environment. This role is ideal for UAE Nationals with strong communication, leadership, and customer service skills who are passionate about managing customer experience operations, SLA adherence, and team development in a fast-paced setting.

Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Customer Support / Client Care
Salary: 16000-22000 monthly (Market estimated)
Gender: Any
Candidate Nationality: UAE Nationals only
Candidate Current Location: Any
Job Type: Full-time

Job Overview
As a Customer Service Supervisor, you will be responsible for leading and coaching a dynamic team of call centre representatives, ensuring consistent delivery of high-quality service to FAB customers around the clock. You will oversee team productivity, conduct quality evaluations, coordinate shift operations, and drive improvements in customer satisfaction and performance metrics. This role plays a vital part in building a strong service culture and enhancing customer loyalty through exceptional support.

Key Responsibilities

* Supervise a team of CSR agents providing 24/7 support to bank customers across multiple channels
* Monitor service levels and ensure strict compliance with agreed SLAs and performance KPIs
* Conduct quality assessments of customer interactions and implement coaching for service improvement
* Prepare detailed performance reports at team and individual levels (daily, weekly, monthly)
* Manage shift rotations and ensure appropriate staffing for continuous service operations
* Act as the escalation point for complex complaints or unresolved customer queries
* Ensure compliance with internal controls, policies, and regulatory guidelines
* Organize and deliver ongoing product knowledge training and customer service coaching
* Promote team spirit, conduct monthly appraisals, and support agent development through motivation and recognition
* Track and enhance cross-selling and lead generation performance across the team
* Recommend process improvements and support implementation of customer experience enhancements
* Monitor attendance, punctuality, and adherence to schedules across all shifts
* Drive initiatives to improve Net Promoter Score (NPS) and customer satisfaction
* Ensure readiness for all audits and reporting requirements

Job Requirements

* Bachelor’s degree from a recognized institution
* Minimum of 3 years’ experience in a customer service or contact centre environment
* Must hold a valid UAE National family book (this is a mandatory requirement)
* Fluent in both English and Arabic with excellent verbal and written communication skills
* Strong skills in problem-solving, conflict resolution, quality control, and time management
* High proficiency in CRM systems, contact centre technology, and reporting tools
* Ability to lead, coach, and inspire high-performing customer service teams
* Strong multitasking capability and attention to detail under pressure
* Deep understanding of banking products, customer interaction flows, and sales processes

What We Offer

* A leadership opportunity in one of the region’s most reputable banks
* A supportive and inclusive work environment that values personal and professional development
* Competitive salary with benefits and career growth pathways
* Access to ongoing training, recognition programs, and internal career mobility
* A chance to play a key role in shaping exceptional customer experiences

About the Company
First Abu Dhabi Bank (FAB) is the leading financial institution in the UAE and one of the safest banks globally. Known for its innovation, growth mindset, and commitment to customer excellence, FAB offers unmatched career opportunities in a dynamic, fast-evolving industry. Be part of a team that values performance, integrity, and impact.

Job Title Customer Service Supervisor – Contact Centre (UAE Nationals Only) Job Description Customer Service Supervisor – Contact Centre (UAE Nationals Only) Job Overview Join First Abu Dhabi Bank (FAB), the UAE’s largest financial institution, as a Customer Service Supervisor overseeing a team of CSR agents within a 24/7 call centre environment. This role is ideal for UAE Nationals with strong communication, leadership, and customer service skills who are passionate about managing customer experience operations, SLA adherence, and team development in a fast-paced setting. Job Location: Abu Dhabi, UAE Industry: Banking Function: Customer Support / Client Care Salary: 16000-22000 monthly (Market estimated) Gender: Any Candidate Nationality: UAE Nationals only Candidate Current Location: Any Job Type: Full-time Job Overview As a Customer Service Supervisor, you will be responsible for leading and coaching a dynamic team of call centre representatives, ensuring consistent delivery of high-quality service to FAB customers around the clock. You will oversee team productivity, conduct quality evaluations, coordinate shift operations, and drive improvements in customer satisfaction and performance metrics. This role plays a vital part in building a strong service culture and enhancing customer loyalty through exceptional support. Key Responsibilities * Supervise a team of CSR agents providing 24/7 support to bank customers across multiple channels * Monitor service levels and ensure strict compliance with agreed SLAs and performance KPIs * Conduct quality assessments of customer interactions and implement coaching for service improvement * Prepare detailed performance reports at team and individual levels (daily, weekly, monthly) * Manage shift rotations and ensure appropriate staffing for continuous service operations * Act as the escalation point for complex complaints or unresolved customer queries * Ensure compliance with internal controls, policies, and regulatory guidelines * Organize and deliver ongoing product knowledge training and customer service coaching * Promote team spirit, conduct monthly appraisals, and support agent development through motivation and recognition * Track and enhance cross-selling and lead generation performance across the team * Recommend process improvements and support implementation of customer experience enhancements * Monitor attendance, punctuality, and adherence to schedules across all shifts * Drive initiatives to improve Net Promoter Score (NPS) and customer satisfaction * Ensure readiness for all audits and reporting requirements Job Requirements * Bachelor’s degree from a recognized institution * Minimum of 3 years’ experience in a customer service or contact centre environment * Must hold a valid UAE National family book (this is a mandatory requirement) * Fluent in both English and Arabic with excellent verbal and written communication skills * Strong skills in problem-solving, conflict resolution, quality control, and time management * High proficiency in CRM systems, contact centre technology, and reporting tools * Ability to lead, coach, and inspire high-performing customer service teams * Strong multitasking capability and attention to detail under pressure * Deep understanding of banking products, customer interaction flows, and sales processes What We Offer * A leadership opportunity in one of the region’s most reputable banks * A supportive and inclusive work environment that values personal and professional development * Competitive salary with benefits and career growth pathways * Access to ongoing training, recognition programs, and internal career mobility * A chance to play a key role in shaping exceptional customer experiences About the Company First Abu Dhabi Bank (FAB) is the leading financial institution in the UAE and one of the safest banks globally. Known for its innovation, growth mindset, and commitment to customer excellence, FAB offers unmatched career opportunities in a dynamic, fast-evolving industry. Be part of a team that values performance, integrity, and impact. Post Details

Job Start Date 1970-01-01 Salary from 16000.00 Salary to 22000.00 Number of Vacancies 1 Location Job Location -> UAE Abdu Dhabi Location City Abu Dhabi

Desired Candidate's Profile Gender No Preference Nationality Candidate Current Location Job Classification Job Type Job Type -> Full-time Industry Type Job Industry -> Banking Job Function Job Functions -> Customer Support Employers Details Company First Abu Dhabi Bank Contact Person HR Manager Designation HR Manager Telephone +971 2 681 1511 Email atyourservicebankfab.com