Customer Service Team Leader - Contact Centre Operations
Posted date [2025-06-12]
(ID: 35459)
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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), the #1 bank in the Middle East, is seeking a skilled Customer Service Team Leader to manage a 24/7 call center team in Abu Dhabi, UAE. This role focuses on leading customer service representatives, ensuring SLA compliance, driving performance and quality, and promoting cross-selling initiatives. Candidates should possess a strong background in customer service operations and team supervision.
Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Customer Service
Salary: 11000-14000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full Time
Job Overview
As a Customer Service Team Leader, you will oversee the daily operations of a high-performing contact center team, ensuring the delivery of exceptional customer support while meeting service-level targets. You will be responsible for performance monitoring, team training, call quality assurance, and developing strategies to improve customer satisfaction and agent productivity.
Key Responsibilities
* Supervise a team of customer service representatives working in rotating shifts to provide 24/7 banking support
* Ensure adherence to service-level agreements (SLA) and monitor individual/team performance metrics such as call duration, occupancy rate, and wrap-up time
* Conduct coaching, training, and motivation sessions to support CSR development and product knowledge
* Evaluate call quality and provide feedback to agents to enhance service delivery
* Manage escalated calls and customer complaints, providing timely resolutions
* Lead performance reviews and monthly appraisals, identifying training needs and improvement areas
* Promote a culture of cross-selling, target-based achievements, and customer-centric service
* Prepare regular reports on team and site-level performance and contribute to strategic improvements
* Maintain compliance with internal controls, operational policies, and regulatory standards
* Encourage team spirit, implement staff recognition programs, and ensure shift punctuality
* Participate in continuous improvement initiatives for cost-effectiveness and process optimization
Job Requirements
* Bachelor’s degree in a relevant field
* Minimum 3 years of experience in customer service or contact center operations, with supervisory exposure
* Strong knowledge of customer service protocols, contact center systems, and banking products
* Excellent communication skills in English and Arabic
* Proven ability to handle conflict resolution, multitask in a fast-paced environment, and drive team engagement
* Sound documentation, analysis, and reporting abilities
What We Offer
* Leadership opportunity in the UAE’s most prestigious financial institution
* Dynamic work environment with 24/7 operational exposure
* Strong career progression in the banking and customer service domain
* Competitive compensation and employee benefits
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world’s most trusted financial institutions. Known for its stability, innovation, and global footprint, FAB offers comprehensive banking services across retail, corporate, and private banking. FAB is committed to excellence, inclusion, and creating long-term value for clients, communities, and employees.
Job Overview
First Abu Dhabi Bank (FAB), the #1 bank in the Middle East, is seeking a skilled Customer Service Team Leader to manage a 24/7 call center team in Abu Dhabi, UAE. This role focuses on leading customer service representatives, ensuring SLA compliance, driving performance and quality, and promoting cross-selling initiatives. Candidates should possess a strong background in customer service operations and team supervision.
Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Customer Service
Salary: 11000-14000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any
Job Type: Full Time
Job Overview
As a Customer Service Team Leader, you will oversee the daily operations of a high-performing contact center team, ensuring the delivery of exceptional customer support while meeting service-level targets. You will be responsible for performance monitoring, team training, call quality assurance, and developing strategies to improve customer satisfaction and agent productivity.
Key Responsibilities
* Supervise a team of customer service representatives working in rotating shifts to provide 24/7 banking support
* Ensure adherence to service-level agreements (SLA) and monitor individual/team performance metrics such as call duration, occupancy rate, and wrap-up time
* Conduct coaching, training, and motivation sessions to support CSR development and product knowledge
* Evaluate call quality and provide feedback to agents to enhance service delivery
* Manage escalated calls and customer complaints, providing timely resolutions
* Lead performance reviews and monthly appraisals, identifying training needs and improvement areas
* Promote a culture of cross-selling, target-based achievements, and customer-centric service
* Prepare regular reports on team and site-level performance and contribute to strategic improvements
* Maintain compliance with internal controls, operational policies, and regulatory standards
* Encourage team spirit, implement staff recognition programs, and ensure shift punctuality
* Participate in continuous improvement initiatives for cost-effectiveness and process optimization
Job Requirements
* Bachelor’s degree in a relevant field
* Minimum 3 years of experience in customer service or contact center operations, with supervisory exposure
* Strong knowledge of customer service protocols, contact center systems, and banking products
* Excellent communication skills in English and Arabic
* Proven ability to handle conflict resolution, multitask in a fast-paced environment, and drive team engagement
* Sound documentation, analysis, and reporting abilities
What We Offer
* Leadership opportunity in the UAE’s most prestigious financial institution
* Dynamic work environment with 24/7 operational exposure
* Strong career progression in the banking and customer service domain
* Competitive compensation and employee benefits
About the Company
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world’s most trusted financial institutions. Known for its stability, innovation, and global footprint, FAB offers comprehensive banking services across retail, corporate, and private banking. FAB is committed to excellence, inclusion, and creating long-term value for clients, communities, and employees.
