Call Center Team Leader - Banking Operations
Role overview
Call Center Team Leader - Banking Operations Job Snapshot * Role: Call Center Team Leader * Location: Abu Dhabi, UAE * Industry: Banking * Function: Customer Service * Experience: 4-7 years * Job Type: Full-time Position Overview Call Center Team Leader - Banking Operations role in Abu Dhabi, UAE within the Banking industry is a supervisory opportunity focused on managing customer service teams, ensuring service excellence, and maintaining operational efficiency. This role oversees 24-7 contact center operations, drives performance metrics, and enhances customer experience through effective leadership and process management. Job Details Country: UAE City: Abu Dhabi Industry: Banking Function: Customer Service Salary: 12000-18000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time Key Responsibilities * Supervise a team of customer service representatives providing round-the-clock support * Ensure service levels are maintained in line with agreed SLAs and quality standards * Monitor daily, weekly, and monthly performance reports at individual and team levels * Conduct quality evaluations of customer calls and provide feedback for improvement * Handle escalated customer complaints and ensure timely resolution * Manage shift operations including morning and evening rotations * Monitor key performance indicators such as call duration, occupancy rate, and service levels * Ensure compliance with operational controls, policies, and regulatory requirements * Provide ongoing coaching, mentoring, and training to team members * Identify training needs and implement development programs * Track sales performance and lead generation across the team * Promote cross-selling initiatives and ensure achievement of sales targets * Conduct performance appraisals and provide constructive feedback * Encourage team engagement through recognition and motivation programs * Coordinate with internal teams to improve processes and customer satisfaction * Prepare accurate reports and MIS for management review * Support continuous improvement initiatives to enhance operational efficiency Ideal Profile * Bachelor's degree in Business, Finance, or related field * 4 to 7 years of experience in banking call center or customer service operations * Previous experience in a supervisory or team leadership role * Strong understanding of contact center operations and performance metrics * Excellent leadership, coaching, and people management skills * Strong communication and problem-solving abilities * Ability to manage high-pressure environments and shift-based operations * Good knowledge of banking products and customer service standards Skills Set * Team leadership and performance management * Customer service operations and call center management * Quality assurance and SLA monitoring * Reporting and MIS analysis * Training and coaching skills * Communication and conflict resolution * Sales support and cross-selling capabilities Why Join Us * Lead dynamic customer service teams in a leading banking environment * Opportunity to manage 24-7 operations and drive service excellence * Exposure to performance management and operational leadership * Career growth in banking operations and customer experience leadership About the Company First Abu Dhabi Bank is the largest bank in the UAE and one of the leading financial institutions in the region. Headquartered in Abu Dhabi, FAB delivers a full range of financial services with a strong focus on innovation, customer satisfaction, and operational excellence.
