Manager, Contact Center Operations

Role Overview

This position leads and coordinates contact centre operations for bank customers in the United Arab Emirates. The role is responsible for guiding a team of customer service representatives, keeping service quality aligned with operational standards, and ensuring delivery against service-level commitments.

Team Leadership and Coaching

The manager oversees the team’s day-to-day work, provides coaching and practical guidance, and helps colleagues build their capability through feedback, training, and knowledge sharing. The role also reinforces the organisation’s values and ethical standards across the team to support a strong culture.

Operational Oversight

You will monitor workflow, shift coverage, customer handling, and adherence to internal procedures. The role includes supervising 24/7 call centre operations, rotating across morning and evening shifts, and ensuring the team follows policies, regulations, and approved controls at all times.

Performance, Reporting, and Continuous Improvement

The position requires tracking service performance, occupancy, call duration, wrap-up time, sales activity, and SLA attainment. You will prepare regular reports, review quality outcomes, identify improvement opportunities, and recommend actions to strengthen customer experience and Net Promoter Score (NPS).

Key Job Accountabilities

• Manage a team of customer service representatives delivering round-the-clock support to bank customers.
• Keep service delivery within SLA targets and monitor performance across individual, team, and site levels on daily, weekly, and monthly cycles.
• Oversee quality call evaluations and use the findings to improve service standards.
• Coach team members regularly through counselling, training, and ongoing support to improve product knowledge and customer handling.
• Track performance indicators such as occupancy, call handling time, wrap-up time, attendance, and sales conversion.
• Handle escalated or difficult customer complaints when required.
• Ensure operational discipline, policy compliance, and internal control adherence across all shifts.
• Support staff motivation through team spirit building, recognition, and reward initiatives.
• Monitor agent punctuality and shift coverage.
• Drive cross-sell, lead generation, and sales achievement per agent.
• Carry out monthly appraisals for team members.
• Identify training gaps and suggest additional quality controls where needed.
• Work within the group’s governance framework and approved delegation of authority.

Additional Information

This role involves supervising both morning and evening shifts on a rotating basis. The call centre operates 24 hours a day, 365 days a year. The position also includes authority to make decisions within the approved authorization matrix.

Policies, Systems, and Procedures

The role contributes to policy and process implementation for the assigned team, ensuring that all procedural and legislative requirements are met while maintaining a cost-effective and quality-focused service.

Budget and Performance Management

You will review financial performance against approved budgets for the assigned area, and escalate any deviations to management in a timely manner.

Reporting

Accurate and timely sectional reporting is required to meet bank, department, policy, and quality standards.

Continuous Improvement

The manager is expected to identify opportunities to improve systems, practices, productivity, sustainability, and cost efficiency by applying global standards where relevant.