Job Description

Job Title: Manager – Contact Center Operations

Job Description: As a Manager for Contact Center Operations at the UAE’s largest bank, you will handle difficult complaints or escalations from agents — promoting the organisation’s values and ethics in all activities within the team while leading a high-performance contact center operation serving millions of banking clients across the UAE.

Responsibilities:

• Handle difficult complaints or customers during escalation by a team agent — resolving complex issues professionally
• Promote the organisation’s values and ethics in all contact center activities within the team
• Lead and develop the contact center team — setting performance standards, coaching, and driving service excellence
• Monitor contact center KPIs — first call resolution, average handle time, NPS, and customer satisfaction
• Implement contact center process improvements and digital transformation for enhanced banking service delivery
• Coordinate with Banking Operations, Compliance, and Technology teams on contact center platform and workflow
• Produce contact center performance reporting and management information for senior banking leadership
• Drive automation and AI adoption across contact center operations for greater efficiency and client experience

Qualifications Needed:

• Proven Contact Center Operations Manager experience within a major UAE banking institution
• Strong track record handling complex complaint escalations and driving contact center service quality
• Excellent team leadership, performance management, and contact center operations skills
• Understanding of UAE banking products, services, and regulatory compliance for contact center advisory
• Arabic language skills essential for UAE banking contact center client and team engagement
• UAE banking contact center management experience strongly preferred

What the Company Offers:

• Manager Contact Center Operations role at the UAE’s largest bank — one of the world’s largest and safest financial institutions
• Contact center leadership mandate serving millions of banking clients across the UAE with values-driven service excellence

Are you interested in this position? Apply by clicking on the “Apply Now” button below!

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