Customer Experience & Call Center Leader

Al-Futtaim; Dubai; On-site; Full time

Job description

Call Centre Manager | Retail | IKEA Jebel Ali

Job Requisition ID: 167384

Established in the 1930s as a trading business, Al‑Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al‑Futtaim Group partners with over 200 of the world’s most admired and innovative brands. Al‑Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al‑Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role

To ensure a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all non‑face‑to‑face contacts. This includes in particular:

Providing fast and easy support in every customer contact before and after purchase to keep customers trust in the IKEA Brand.

Ensuring customer insights are gathered in a structured way and can be used as feedback to help the organization and improve the customer experience.

Also responsible to secure continuous improvements across IKEA, based on knowledge gained in the Customer Support Centre.

What you will do

PERFORMANCE MANAGEMENT

• Support and inspire a customer focused culture in all non‑face‑to‑face contacts and secure a positive and seamless customer experience.
• Challenge the IKEA organisation based on customer support experience to improve ways of working to identify and develop new business opportunities and commercial potential.
• Ensure prerequisites are in place to give customers a fast and easy resolution when amendments are needed or if something goes wrong.
• Lead collaboration across the customer support centre touchpoints to ensure that business decisions and actions are taken based on knowledge gained in the Customer Support Centre to eliminate root causes and drive sales in all channels.
• Secure and monitor that the department is working to set global and national standards and policies.
• Service levels/abandoned calls/ waiting times/average handling Times.
• Provide the necessary insight and KPIs to all business stakeholders to improve the overall customer experience.
• Discuss the customer support centre performance with your team and agree on shortcomings and actions to improve overall experience and performance.

COST CONTROL

• Involved in the yearly budgeting exercise for the year and thereafter control all costs related to the budget regarding the customer support centre.
• Plan for new investments and additional project costs in order to improve the overall customer experience or to reduce costs to the business.
• Provide information and facts to the regional Home Delivery manager, and other related functions based on customer feedback to ensure actions are taken for continuous improvement.

PEOPLE

• Ensure that a succession plan is in place to protect the future of the support centre in line with current competencies and IDP.
• Have a plan in place to train and develop the customer support centre agents based on regular quality control checks and a gap analysis to ensure a better meeting with the customer.
• Plan resources to achieve agreed KPI’s to ensure customer satisfaction parameters are met.
• Agree and follow up on the teams yearly objectives based on the business plan or goals.
• Apply a healthy work environment according to Al Futtaim & IKEA Values, and ensure Growing Together goals are met with continuous improvement.

HEALTH AND SAFETY

• Secure that the department works ethically and in compliance with internal procedures and H&S routines (sec check) Regular checks to ensure the EC is safe at all times.
• Ensure that contingency plans are set in place, and easy to implement when applicable.

BUSINESS PLANNING

• Actively contribute to the creation of the country business plan and be accountable for the Customer Support Centre action plan
• Conduct Regular follow up and take action to ensure that the business plan goals remain on track.

Required skills to be successful

• Problem Solving Skills
• Thinking & Analytical Skills
• Strategic Planning, thinking and Analytical Skills, Effective Communication
• Interpersonal Skills
• Leadership Skills
• Strong people and time management skills

What equips you for the role

• University Degree and/or equivalent within Retail / Hospitality
• Experience in managing Call Centers 3 to 5 years
• Knowledge of various CRM systems
• Arabic/English speaker
• Retail Background