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Contact Center Head | First Abu Dhabi Bank | Abu Dhabi UAE

First Abu Dhabi Bank Careers is Looking to Hire Following Staff – Contact Center Head | First Abu Dhabi Bank | Abu Dhabi UAE

About First Abu Dhabi Bank

Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry

About Role

1- Contact Center Head
Full Time
Abu Dhabi, UAE

Job Description

The Head of Contact Centre(s) will ensure that customers receive a friendly, professional and consistently high quality service helping to resolve various queries, close any sales enquiries and get it right first time.


A- Provide strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every customer interaction.
B- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting and human capital development.
C- Develop, implement and maintain effective internal and external quality assurance programs fostering continuous improvement and exceeding Service Level Agreement performance.
D- Manage business metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Centre.
E- Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction.
F- Contribute to revenues by conducting effective lead generation and cross selling activities.
G- Deliver cost efficiencies and increased in Customer Satisfaction Scores through Net Promoter Score.
H- Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies: Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
I- Define goals and key performance indicators for each member of the team and ensure effective implementation of the FAB performance management process.
J- Develop talent within the team by providing guidance and coaching to achieve the defined goals.
K- Develop close working relationship with all product partners in order to enable team to contribute to cross selling opportunities.
L- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties and responsibilities, staffing levels and supervision.


A– Masters/Bachelor’s Degree in Business Administration/ Finance, Banking or a related major field of study.
B- Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change.
C- 10+ years of relevant experience in the banking sector with at least 5+ years in similar positions of progressively increasing managerial responsibilities in the retail banking environment.

Job Title Contact Center Head | First Abu Dhabi Bank | Abu Dhabi UAE
Hiring OrganizationFirst Abu Dhabi Bank
Company’s Website
Jobs LocationAbu Dhabi, UAE
Date PostedFeb/14/2021
Employment TypeFull Time
Valid UntilFeb/24/2021
Job Details

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