Customer Care Supervisor

Support the UAE Government’s Emiratisation vision by leading a team of inbound contact center agents. You will drive performance, enhance customer service, coach team members, and ensure operational compliance across voice and digital channels.

Key Responsibilities:

• Coach and develop agents to meet performance goals
• Manage escalated complaints with ownership and resolution
• Ensure service quality and SLA adherence
• Onboard and support new team members
• Drive employee engagement and maintain team morale
• Monitor compliance with policies, procedures, and quality standards
• Identify areas for service and process improvement
• Collaborate with transformation teams for enhancements
• Control attrition within acceptable levels

Requirements:

• UAE National (Emiratisation role)
• Minimum 2 years of banking experience (call center or sales)
• Proven team leadership and coaching skills
• Excellent English & Arabic communication
• Bachelor’s degree preferred
• Based in or willing to relocate to RAK