Customer Service Supervisor Contact Centre (UAE Nationals Only)

Job Title
Customer Service Supervisor Contact Centre (UAE Nationals Only)

Customer Service Supervisor Contact Centre (UAE Nationals Only)

Job Overview
Join First Abu Dhabi Bank (FAB), the UAE s largest financial institution, as a Customer Service Supervisor overseeing a team of CSR agents within a 24/7 call centre environment. This role is ideal for UAE Nationals with strong communication, leadership, and customer service skills who are passionate about managing customer experience operations, SLA adherence, and team development in a fast-paced setting.

Job Location: Abu Dhabi, UAE
Industry: Banking
Function: Customer Support / Client Care
Gender: Any
Candidate Nationality: UAE Nationals only
Candidate Current Location: Any
Job Type: Full-time

Job Overview
As a Customer Service Supervisor, you will be responsible for leading and coaching a dynamic team of call centre representatives, ensuring consistent delivery of high-quality service to FAB customers around the clock. You will oversee team productivity, conduct quality evaluations, coordinate shift operations, and drive improvements in customer satisfaction and performance metrics. This role plays a vital part in building a strong service culture and enhancing customer loyalty through exceptional support.

Key Responsibilities

* Supervise a team of CSR agents providing 24/7 support to bank customers across multiple channels
* Monitor service levels and ensure strict compliance with agreed SLAs and performance KPIs
* Conduct quality assessments of customer interactions and implement coaching for service improvement
* Prepare detailed performance reports at team and individual levels (daily, weekly, monthly)
* Manage shift rotations and ensure appropriate staffing for continuous service operations
* Act as the escalation point for complex complaints or unresolved customer queries
* Ensure compliance with internal controls, policies, and regulatory guidelines
* Organize and deliver ongoing product knowledge training and customer service coaching
* Promote team spirit, conduct monthly appraisals, and support agent development through motivation and recognition
* Track and enhance cross-selling and lead generation performance across the team
* Recommend process improvements and support implementation of customer experience enhancements
* Monitor attendance, punctuality, and adherence to schedules across all shifts
* Drive initiatives to improve Net Promoter Score (NPS) and customer satisfaction
* Ensure readiness for all audits and reporting requirements

Job Requirements

* Bachelor s degree from a recognized institution
* Minimum of 3 years experience in a customer service or contact centre environment
* Must hold a valid UAE National family book (this is a mandatory requirement)
* Fluent in both English and Arabic with excellent verbal and written communication skills
* Strong skills in problem-solving, conflict resolution, quality control, and time management
* High proficiency in CRM systems, contact centre technology, and reporting tools
* Ability to lead, coach, and inspire high-performing customer service teams
* Strong multitasking capability and attention to detail under pressure
* Deep understanding of banking products, customer interaction flows, and sales processes