Team Leader, Contact Centre

Job Overview

Join First Abu Dhabi Bank (FAB) as a Team Leader in the Contact Centre, based in Abu Dhabi, UAE. You will lead a team of CSRs providing 24/7 customer support, ensuring adherence to SLAs and promoting customer satisfaction through effective service and upselling.

Company Overview

First Abu Dhabi Bank (FAB) is the #1 bank in the Middle East and a prestigious financial institution in the region. FAB is committed to helping employees grow stronger in their careers and leave a legacy in the banking industry.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: 3 years relevant experience

Key Responsibilities

• Organise and supervise the work of the assigned CSR team.
• Provide on-the-job training and constructive feedback to team members.
• Monitor team adherence to SLAs and customer satisfaction practices.
• Review work processes for improvement and effective supervision.
• Handle difficult complaints and customer escalations.
• Supervise the 24/7 shift operation of the call centre.

Requirements

• Bachelor’s degree.
• 3 years of experience in customer service / contact centre.
• Excellent communication skills in English & Arabic.
• Strong problem-solving and analytical skills.
• Knowledge of customer service practices and banking products.

Benefits

• Opportunities for professional development and career growth within FAB.
• Work in a dynamic and supportive team environment.
• Exposure to a wide range of banking products and services.
• Competitive compensation and benefits package.
• Be part of a leading financial institution in the Middle East.