Customer Service Team Leader - Contact Centre Operations Job Vacancy in UAE Abdu Dhabi
Posted date [2025-06-08]
(ID: 35341)
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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.... |
Customer Service Team Leader - Contact Centre Operations
Job Overview
First Abu Dhabi Bank (FAB) is hiring a Customer Service Team Leader to manage a 24/7 contact center team in the UAE. This leadership role involves supervising CSRs, ensuring adherence to SLAs, coaching team members, improving customer satisfaction metrics, and driving cross-selling performance.
Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Management
Salary: 8000-10000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full-time
Job Overview
As a Customer Service Team Leader at FAB, you will be responsible for managing and mentoring a team of contact center agents while ensuring service excellence. Your focus will be on performance monitoring, customer satisfaction, operational efficiency, and contributing to business growth through upselling and lead generation.
Key Responsibilities
* Lead a team of CSRs providing 24/7 customer support
* Monitor performance, SLA adherence, and call center KPIs
* Deliver coaching, mentoring, and training to develop the team
* Handle escalated complaints and complex customer interactions
* Evaluate quality of calls and ensure customer satisfaction standards
* Conduct regular performance reviews and appraisals
* Plan and implement sales targets and service objectives
* Coordinate rotational shifts and ensure proper shift coverage
* Drive team motivation and reward initiatives
* Ensure operational compliance with FAB policies and regulations
* Submit detailed team reports on daily, weekly, and monthly basis
Job Requirements
* Bachelor’s degree is mandatory
* Minimum 3 years of experience in contact center or customer service management
* Excellent verbal and written communication skills in English and Arabic
* Strong leadership and team-building abilities
* Proven knowledge of banking products and contact center operations
* Analytical mindset with ability to drive productivity and performance
* Proficiency in multi-tasking, reporting, and CRM systems
What We Offer
* Opportunity to lead a team at the UAE’s top financial institution
* Training and support for continued career development
* Competitive salary and attractive incentive structure
* Inclusive and collaborative workplace culture
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the most respected financial institutions in the region. With a global presence and local expertise, FAB offers dynamic career paths and is committed to delivering excellence through innovation, inclusion, and world-class customer service.
Job Overview
First Abu Dhabi Bank (FAB) is hiring a Customer Service Team Leader to manage a 24/7 contact center team in the UAE. This leadership role involves supervising CSRs, ensuring adherence to SLAs, coaching team members, improving customer satisfaction metrics, and driving cross-selling performance.
Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Management
Salary: 8000-10000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full-time
Job Overview
As a Customer Service Team Leader at FAB, you will be responsible for managing and mentoring a team of contact center agents while ensuring service excellence. Your focus will be on performance monitoring, customer satisfaction, operational efficiency, and contributing to business growth through upselling and lead generation.
Key Responsibilities
* Lead a team of CSRs providing 24/7 customer support
* Monitor performance, SLA adherence, and call center KPIs
* Deliver coaching, mentoring, and training to develop the team
* Handle escalated complaints and complex customer interactions
* Evaluate quality of calls and ensure customer satisfaction standards
* Conduct regular performance reviews and appraisals
* Plan and implement sales targets and service objectives
* Coordinate rotational shifts and ensure proper shift coverage
* Drive team motivation and reward initiatives
* Ensure operational compliance with FAB policies and regulations
* Submit detailed team reports on daily, weekly, and monthly basis
Job Requirements
* Bachelor’s degree is mandatory
* Minimum 3 years of experience in contact center or customer service management
* Excellent verbal and written communication skills in English and Arabic
* Strong leadership and team-building abilities
* Proven knowledge of banking products and contact center operations
* Analytical mindset with ability to drive productivity and performance
* Proficiency in multi-tasking, reporting, and CRM systems
What We Offer
* Opportunity to lead a team at the UAE’s top financial institution
* Training and support for continued career development
* Competitive salary and attractive incentive structure
* Inclusive and collaborative workplace culture
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the most respected financial institutions in the region. With a global presence and local expertise, FAB offers dynamic career paths and is committed to delivering excellence through innovation, inclusion, and world-class customer service.
