Team Leader - Contact Center - Al Ain

Responsibilities

• Lead and supervise a team of Customer Service Representatives (CSRs) providing 24/7 customer support across rotating shifts
• Monitor and enforce adherence to SLAs, call quality standards and operational controls
• Provide on-the-job training, regular coaching, mentoring and performance feedback to team members
• Track and report individual, team and site performance (daily/weekly/monthly) and escalate variances to management
• Conduct quality call evaluations, post-training evaluations and monthly appraisals
• Manage escalations, handle difficult customer complaints and ensure timely resolution
• Monitor occupancy, call duration, wrap-up time, lead generation and sales performance; promote cross-selling and target achievement
• Participate in continuous improvement initiatives for processes, systems and productivity
• Promote team motivation programs, rewards and recognition; ensure punctuality and shift coverage

Requirements

• Bachelors degree
• 3 years experience
• UAE family book
• English Arabic
• Contact Centre
• Shift flexibility
• Coaching skills
• SLA management

Preferred Qualifications

• Previous experience leading a contact centre or supervisory team
• Strong knowledge of banking products and contact centre systems
• Proven track record on KPIs, quality assurance and sales generation in a call centre environment
• Excellent communication, problem solving and conflict resolution skills
• Experience with continuous improvement and reporting tools

Benefits

• Health insurance coverage
• End of service gratuity
• Paid annual leave
• Visa sponsorship and related support

About the Company

First Abu Dhabi Bank (FAB) is the UAE's largest bank and one of the world’s safest financial institutions. FAB focuses on creating value for employees, customers and communities through innovation, agility and excellence in banking services. The bank offers career development, learning opportunities and a supportive environment for high-performing professionals in the UAE.