Contact Center Manager – Premium Team (UAE National)

About the role

Etihad Bank is looking for a dynamic Contact Center Performance Manager to lead its Dedicated Premium Team. The role focuses on delivering exceptional service to the bank’s highest‑value guests and ensuring both in‑house and outsourced teams uphold the brand promise.

Key responsibilities

• Oversee daily operations of the premium team, managing in‑house and outsourced members.
• Define and enforce performance standards tailored to premium guest interactions.
• Monitor and analyse KPI metrics, emphasizing service quality and guest satisfaction.
• Conduct workshops and coaching sessions to develop team skills.
• Implement clear communication protocols between internal teams and external partners.
• Handle escalated cases from high‑value guests promptly.
• Analyse data to identify trends, anticipate guest needs, and drive improvements.
• Prepare comprehensive performance and feedback reports for senior management.
• Foster collaboration across all team members to ensure service continuity.
• Develop strategies to boost Net Promoter Score (NPS) and strengthen loyalty.

Required profile

• Proven experience leading contact‑center teams serving premium or high‑value customers.
• Strong analytical ability to turn data into actionable insights.
• Excellent communication and stakeholder‑management skills.
• Passion for delivering world‑class customer experiences.
• Degree‑level education preferred or equivalent professional experience.
• Minimum 7 years in customer service with a track record of excellence.
• At least 3 years of management experience in an inbound/outbound contact‑center environment.

Required skills

• KPI Tracking
• Training Development
• COPC Implementation Leader
• Data Analysis
• Six Sigma Green Belt
• Reporting