Customer Care Supervisor

Role overview

Emirates NBD is looking for a Customer Care Supervisor to lead a team of inbound contact center agents across voice and digital service channels. The position focuses on service quality, team development, complaint resolution, and strict operational compliance while supporting the bank’s service standards.

Business context

As part of the UAE Government’s effort to empower and develop national talent, Emirates NBD is committed to bringing young UAE Nationals into a modern, supportive, and innovative workplace that contributes to national success.

Key responsibilities

The supervisor will coach and guide agents to improve performance, support onboarding for new joiners, maintain team engagement, and ensure service delivery aligns with SLAs. The role also involves managing escalations, analyzing customer complaints, recommending improvements, and collaborating with transformation teams on process enhancements.

Quality, compliance, and controls

This role requires close monitoring of operational procedures during customer interactions, adherence to quality standards, and compliance with bank policies and information security expectations. The supervisor is also expected to help keep attrition within approved limits and safeguard data integrity across day-to-day operations.

Candidate profile

The ideal candidate should bring at least 2 years of banking experience, preferably from a call center or sales environment. Strong communication, coaching, and conflict-handling skills are important, along with resilience, adaptability, and a proactive working style. English and Arabic proficiency is required. A bachelor’s degree in any discipline is preferred.

Location

This opportunity is based in Dubai, United Arab Emirates.

Additional information

This opening is intended for UAE Nationals only.