Call Centre Supervisor – Automotive

Saeed & Mohammed Al Naboodah Group; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

Saeed & Mohammed Al Naboodah Group is seeking an experienced Call Centre Supervisor to lead our automotive customer engagement team. You will supervise daily call centre operations, manage Agents, and ensure effective handling of customer enquiries, lead qualification, appointment coordination, and follow-ups.

The ideal candidate demonstrates strong leadership, communication, and performance management skills to sustain high customer engagement and operational efficiency.

Qualifications

• 3–5 years of experience in call centre operations, including at least 2 years in a supervisory or team leadership role.
• Proven experience managing customer engagement, lead management, or appointment-setting teams.
• Previous automotive industry experience is preferred.
• Strong leadership, coaching, and team management skills.
• Excellent communication and customer handling abilities.
• Experience working with CRM systems.
• Good analytical, reporting, and problem-solving skills.
• Organised, proactive, and comfortable working in a performance-driven environment.
• Ability to work six days a week, including Saturdays.

Responsibilities

• Supervise and manage the daily activities and performance of Call Centre Agents.
• Oversee the allocation and handling of customer enquiries generated through digital marketing campaigns and other channels.
• Monitor lead response times, customer engagement, qualification, and appointment management.
• Ensure effective customer follow-ups, appointment confirmations, and coordination with showroom Sales teams.
• Monitor team performance against established customer engagement and conversion KPIs.
• Review call quality, customer interactions, and CRM records to ensure accuracy and service standards.
• Provide coaching, guidance, and regular performance feedback to team members.
• Identify opportunities to improve call centre processes, customer engagement, and operational efficiency.
• Prepare daily and weekly performance reports covering lead management, customer engagement, appointments, and team productivity.
• Ensure compliance with CRM procedures, customer communication standards, and internal operational guidelines.

Skills

Leadership

CRM

Reporting

Team supervision

Lead management

Appointment setting

Automotive experience

Communication

Problem-solving

Tools

CRM systems

Job description

We are looking for an experienced and results-driven Call Centre Supervisor to join our automotive customer engagement team.

The successful candidate will be responsible for supervising daily call centre operations, managing a team of Call Centre Agents, and ensuring effective handling of customer enquiries, lead qualification, appointment coordination, and customer follow-ups.

This role requires strong leadership, communication, and performance management skills, with the ability to maintain high standards of customer engagement and operational efficiency.

Key Responsibilities

• Supervise and manage the daily activities and performance of Call Centre Agents.
• Oversee the allocation and handling of customer enquiries generated through digital marketing campaigns and other channels.
• Monitor lead response times, customer engagement, qualification, and appointment management.
• Ensure effective customer follow-ups, appointment confirmations, and coordination with showroom Sales teams.
• Monitor team performance against established customer engagement and conversion KPIs.
• Review call quality, customer interactions, and CRM records to ensure accuracy and service standards.
• Provide coaching, guidance, and regular performance feedback to team members.
• Identify opportunities to improve call centre processes, customer engagement, and operational efficiency.
• Prepare daily and weekly performance reports covering lead management, customer engagement, appointments, and team productivity.
• Ensure compliance with CRM procedures, customer communication standards, and internal operational guidelines.

Requirements

• 3–5 years of experience in call centre operations, including at least 2 years in a supervisory or team leadership role.
• Proven experience managing customer engagement, lead management, or appointment-setting teams.
• Previous automotive industry experience is preferred.
• Strong leadership, coaching, and team management skills.
• Excellent communication and customer handling abilities.
• Experience working with CRM systems
• Good analytical, reporting, and problem-solving skills.
• Organised, proactive, and comfortable working in a performance-driven environment.
• Ability to work six days a week, including Saturdays.