Call Center Team Leader - Banking Operations

• Role: Call Center Team Leader
• Location: Abu Dhabi, UAE
• Industry: Banking
• Function: Customer Service
• Experience: 4-7 years
• Job Type: Full-time

• 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

• 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

• 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

• 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

• Role: Call Center Team Leader
• Location: Abu Dhabi, UAE
• Industry: Banking
• Function: Customer Service
• Experience: 4-7 years
• Job Type: Full-time

• 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

• 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

• 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

• 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

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