Specialist- Contact Centre Technology

Job Overview

First Abu Dhabi Bank (FAB) is seeking a Specialist in Contact Centre Technology to lead projects and provide efficient solutions within the CRM and IVR channels. The role focuses on increasing productivity, first call resolution, and improving the Net Promoter Score. Service migration to self-service channels and enabling automation are key components.

Company Overview

FAB is the UAE's largest bank and one of the world's most secure financial institutions. Dedicated to creating value for its employees, customers, shareholders, and communities, FAB fosters growth through innovation, agility, and differentiation.

Quick Details

Salary Range: Market Competitive
Job Type: Full-time
Qualifications: Bachelor’s Degree
Experience: 2+ years

Key Responsibilities

Lead project handling of the Contact Center, including raising IT requirements.
Design new processes and features within the CRM and IVR channels.
Provide efficient solutions to increase productivity and first call resolution.
Manage day-to-day operations of all direct banking channels activities.
Serve as the first line of support for Avaya and telecom-related issues.
Supervise work assigned to the team, ensuring efficient execution consistent with operating procedures and policies.

Requirements

Minimum Bachelor’s degree with commercial and technical qualifications.
2 years’ experience within the customer service industry.
General banking experience with sound operational understanding.
Understanding of Contact Centre technology, such as IVR and web, and workflow management software.
Familiarity with MS Office, advanced Excel, and good number crunching and analysis skills.
Strong analytical skills and business logic.