Contact Centre Manager - Banking Operations

• Role: Contact Centre Manager
• Location: Abu Dhabi, UAE
• Industry: Banking
• Function: Operations
• Experience: 6-10 years
• Job Type: Full-time

• Supervise contact centre teams ensuring efficient operations and adherence to policies and procedures
• Provide training, coaching, and performance feedback to team managers and staff
• Monitor service delivery and ensure achievement of agreed service level agreements
• Ensure team members are fully trained on products, systems, and operational processes
• Track performance metrics including call volumes, service levels, and customer satisfaction indicators
• Analyze operational data and provide recommendations to enhance customer experience
• Manage workforce planning and optimize resource utilization across the centre
• Ensure compliance with internal controls, risk management standards, and regulatory requirements
• Monitor incentives, sales performance, and cross-sell activities across teams
• Prepare and maintain operational reports, MIS dashboards, and performance analytics
• Identify process improvement opportunities to enhance efficiency and reduce costs
• Support resolution of operational issues across departments and functions
• Maintain governance standards and operate within approved authorization frameworks

• Bachelor's degree in Business Administration, Finance, or related field
• 6 to 10 years of experience in banking operations or contact centre management
• Strong leadership and team management skills
• Experience managing customer service operations and performance metrics
• Knowledge of workforce management systems and contact centre tools
• Strong analytical and problem-solving capabilities
• Excellent communication and stakeholder management skills

• Contact centre operations and performance management expertise
• Workforce planning and resource optimization
• Data analysis and MIS reporting skills
• Customer experience and service quality management
• Risk management and compliance awareness
• Leadership, coaching, and team development abilities

• Lead high-impact customer service operations within a leading banking institution
• Opportunity to drive customer experience and operational transformation
• Work in a dynamic, performance-driven environment
• Career growth in operations leadership and customer experience management

• Role: Contact Centre Manager
• Location: Abu Dhabi, UAE
• Industry: Banking
• Function: Operations
• Experience: 6-10 years
• Job Type: Full-time

• Supervise contact centre teams ensuring efficient operations and adherence to policies and procedures
• Provide training, coaching, and performance feedback to team managers and staff
• Monitor service delivery and ensure achievement of agreed service level agreements
• Ensure team members are fully trained on products, systems, and operational processes
• Track performance metrics including call volumes, service levels, and customer satisfaction indicators
• Analyze operational data and provide recommendations to enhance customer experience
• Manage workforce planning and optimize resource utilization across the centre
• Ensure compliance with internal controls, risk management standards, and regulatory requirements
• Monitor incentives, sales performance, and cross-sell activities across teams
• Prepare and maintain operational reports, MIS dashboards, and performance analytics
• Identify process improvement opportunities to enhance efficiency and reduce costs
• Support resolution of operational issues across departments and functions
• Maintain governance standards and operate within approved authorization frameworks

• Bachelor's degree in Business Administration, Finance, or related field
• 6 to 10 years of experience in banking operations or contact centre management
• Strong leadership and team management skills
• Experience managing customer service operations and performance metrics
• Knowledge of workforce management systems and contact centre tools
• Strong analytical and problem-solving capabilities
• Excellent communication and stakeholder management skills

• Contact centre operations and performance management expertise
• Workforce planning and resource optimization
• Data analysis and MIS reporting skills
• Customer experience and service quality management
• Risk management and compliance awareness
• Leadership, coaching, and team development abilities

• Lead high-impact customer service operations within a leading banking institution
• Opportunity to drive customer experience and operational transformation
• Work in a dynamic, performance-driven environment
• Career growth in operations leadership and customer experience management

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