AVP - Contact Centre Operations (Emiratized Role)

Responsibilities

• Manage day-to-day operations of the assigned contact centre site (Al Ain / Abu Dhabi).
• Supervise Team Managers to ensure high customer service experience and SLA adherence.
• Provide on-the-job training, coaching and performance feedback to managers and staff.
• Monitor workforce management to optimise staffing and meet service level agreements.
• Monitor financial performance vs. budget and report variances.
• Implement and maintain policies, processes and controls to mitigate operational risk.
• Produce and maintain MIS, call volume analytics, performance and sales reports.
• Promote continuous improvement initiatives for productivity, cost reduction and quality.
• Ensure effective use of tools (CMS, WFM, reporting systems) and resolve cross‑functional issues.
• Authorised to make decisions within the approved authorization matrix.

Requirements

• Graduate
• 5+ years
• Team leadership
• Contact centre
• Customer service
• Workforce management
• CMS
• MIS reporting
• Performance tracking
• Budgeting
• Problem solving
• English proficiency
• Arabic (optional)

Preferred Qualifications

• Experience managing multiple team managers or multiple site operations.
• Strong knowledge of contact centre KPIs, SLA management and incentive frameworks.
• Experience with CMS, WFM and analytics tools for contact centres.
• Proven track record in continuous improvement and process optimisation.

Benefits

• Competitive bank benefits package (standard FAB employee benefits).
• Supportive development and training environment.

About the Company

FAB (First Abu Dhabi Bank) is the UAE's largest bank, committed to innovation, security and creating value for customers, employees and communities. FAB offers a dynamic, growth-focused environment across personal, wealth and business banking in the UAE.