Customer Support Center Group Leader

Al-Futtaim; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Al-Futtaim, Dubai, seeks a Customer Support Centre Group Leader to drive a seamless, high-quality customer journey for non-face-to-face contacts. You will lead both people and finances, ensuring effective service delivery and contributing to strategic planning.

You will oversee CRM and Genesys-backed operations, build trust with customers, and empower teams to meet service levels while driving commercial growth in a fast-paced retail environment.

Qualifications

• Diploma required and relevant experience in contact centre leadership.
• Experience with call centre operations and CRM/Genesys systems.
• Fluent in English and Arabic.
• Retail background advantageous.

Responsibilities

• Ensure all cases are recorded in CRM for follow-up.
• Aim for first contact resolution and reduce repeats.
• Oversee email and social media issue handling.
• Monitor centre performance and set action plans.
• Handle escalations according to the matrix.
• Develop compensation matrix and discuss improvements.
• Listen to calls and arrange coaching or disciplinary actions.
• Collaborate with store teams to benchmark KPIs.
• Monitor transport management and inform customers of delays.

Skills

Strategic planning

Effective communication

Leadership

CRM systems

Excel

Education

Diploma

Tools

Genesys

CRM systems

Job description

Job Description:

This position is designated for Emiratizations only

Overview Of The Role:

• The Customer Support Centre Group Leader ensures a seamless customer journey by providing an inspiring and rewarding customer experience for all non-face-to-face contacts. The role involves building trust and long-lasting relationships with customers to drive commercial growth and overseeing the operation of the support centre to improve performance. The role is pivotal in managing both human and financial resources, ensuring high-quality service delivery, and contributing to strategic business planning.

What You Will Do:

Performance Management

• Ensure that all cases are raised in CRM for follow up and accurate data recording.
• Achieve first call resolution and reduce repeat visits.
• Ensure customer emails and social media complaints are followed up and resolved.
• Monitor and evaluate overall support centre performance, providing action plans and performance targets.
• Resolve customer issues that cannot be solved by agents, ensuring escalation matrix is followed and updated.
• Implement compensatory matrix and discuss improvements with support centre manager.
• Listen to calls and take training or disciplinary action to improve communication and resolution.
• Compile KPIs and discuss benchmarks with store teams to reduce dissatisfaction.
• Monitor transport management system and contact customers when delays are expected or callbacks requested.

People Management

• Arrange schedules and workloads to ensure correct coverage at all times.
• Plan for future call volumes and coworker requirements to meet service levels.
• Ensure sufficient coverage to maintain service level benchmarks.
• Responsible for people development, training, coaching, and monitoring.
• Empower coworkers to make decisions without delay.
• Create an inspiring work environment where coworkers have access to needed information with user-friendly tools.
• Empower and coach coworkers to support customers effectively.

Health and Safety

• Ensure the department complies with internal procedures and H&S routines (sec check).
• Conduct regular checks to ensure the EC is safe at all times.

Cost Control

• Manage and control all costs related to the customer support centre.

Business Planning

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

Required Skills To Be Successful:

• Strategic planning and thinking skills.
• Effective communication skills.
• Leadership and interpersonal skills.
• Proficient in Excel and CRM systems.

What Qualifies You For The Role:

• Minimum Qualification is Diploma.
• Experience in a similar role, preferably with call centre experience working with Genesys/CRM systems.
• Retail background is advantageous.
• Proficiency in English and Arabic languages.
• Excel and computer skills, along with thinking and analytical skills.