First Abu Dhabi Bank
Team Leader – Contact Center
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 30/03/2026
Job overview
Date posted
13/02/2026
Location
Abu Dhabi, United Arab Emirates
Salary
Undisclosed
Compensation
Job description
Responsible for leading a dynamic team of Customer Service Representatives (CSR) providing 24/7 support to both existing customers and new prospects within the Consumer Banking division. This role requires oversight of operational adherence to Service Level Agreements (SLA), ensuring high levels of customer satisfaction, and maintaining productivity across multiple shifts including morning and evening rotations. The Team Leader is expected to deliver intensive coaching and mentoring to new and existing staff, focusing on product knowledge, banking systems, processes, and effective customer service practices. The position involves supervising day-to-day operations, handling difficult complaints or escalations, monitoring call metrics including occupancy, call duration, wrap-up time, and SLA compliance, and ensuring operational controls and compliance with internal policies and regulatory requirements. Additionally, the role includes preparing accurate daily, weekly, and monthly reports at individual, team, and site levels, identifying opportunities for continuous process improvement, cost optimization, and productivity enhancement. The Team Leader actively participates in implementing policies, systems, and procedures to support efficiency, quality, and cost-effective service delivery, while maintaining alignment with global standards and organizational governance frameworks. The role also includes monitoring and driving sales performance, lead generation, cross-selling, and up-selling initiatives, conducting quality evaluations, training programs, and post-training assessments. Furthermore, the Team Leader promotes organizational values, ethics, team spirit, staff engagement, and motivational programs, encourages personal development, provides ongoing guidance, and contributes to improving overall customer experience and Net Promoter Score (NPS) for the contact centre. Continuous review of work processes, identification of improvement opportunities, and implementation of effective supervision practices are essential to achieving departmental objectives and sustaining operational excellence.
Required skills
Key responsibilities
- Supervise and organize the work of assigned CSRs to ensure efficient execution of contact center activities
- Provide on-the-job training, coaching, and constructive feedback to support team development
- Promote the organization’s values, ethics, and customer-centric culture within the team
- Monitor team performance against SLAs, occupancy rates, call duration, wrap-up time, and other KPIs
- Oversee morning and evening shifts, including scheduling and rotation management
- Handle escalated complaints and complex customer issues to ensure timely resolution
- Implement and monitor operational controls, ensuring compliance with internal policies and regulations
- Conduct quality evaluations of calls and processes, recommending improvements as needed
- Prepare accurate and timely reports at individual, team, and site levels on daily, weekly, and monthly basis
- Promote cross-selling, lead generation, and sales achievement targets for each agent
- Recommend training programs and continuous improvement initiatives for staff performance and service delivery
- Manage motivation programs, rewards, and recognition initiatives for team members
- Ensure all agents are present, on-time, and performing according to set standards
- Advise management on actions and feedback to improve customer experience and NPS
- Collaborate with other departments and senior management to implement best practices and process enhancements
Experience & skills
- Bachelor’s degree in any relevant field
- Minimum 3 years of experience in customer service or contact center operations
- Valid UAE National family book (mandatory)
- Proficiency in English and Arabic, both verbal and written
- Strong customer service orientation, product knowledge, and problem-solving skills
- Ability to manage and motivate a team, deliver coaching, and mentor staff
- Experience with SLA management, call center KPIs, and operational reporting
- Knowledge of banking products, cross-selling techniques, and lead generation strategies
- Ability to handle escalations, resolve conflicts, and ensure customer satisfaction
- Excellent communication, listening, documentation, and analytical skills
- Flexible to work in 24/7 shift operations and supervise multi-shift teams