Customer Support Center Lead: Strategy, Coaching & Delivery

Tanqeeb; Abu Dhabi; On-site; AED 201,000 - 312,000; Full time

Job summary

Tanqeeb seeks a Customer Support Centre Group Leader to ensure a seamless customer journey across non-face-to-face contacts. You will build trust, drive growth, and oversee the centre's operations to deliver high-quality service.

You will manage performance, develop teams, optimize costs, and contribute to the country business plan while coordinating with store teams and using CRM tools such as Genesys. Fluency in English and Arabic is required.

Qualifications

• Strategic planning and thinking skills.
• Effective communication skills.
• Leadership and interpersonal skills.
• Proficiency in Excel and CRM systems.
• Diploma qualification.

Responsibilities

• Lead customer support centre operations to deliver quality service.
• Manage schedules, workloads and staffing to meet service levels.
• Monitor KPIs, implement action plans and cost controls.
• Oversee escalation process and coach staff to improve resolution.
• Contribute to country business planning and action plans.

Skills

Strategic planning

Communication skills

Leadership and interpersonal skills

Excel and CRM systems

Education

Diploma

Tools

Genesys/CRM systems

Job description

Tanqeeb seeks a Customer Support Centre Group Leader to ensure a seamless customer journey across non-face-to-face contacts. You will build trust, drive growth, and oversee the centre's operations to deliver high-quality service.

You will manage performance, develop teams, optimize costs, and contribute to the country business plan while coordinating with store teams and using CRM tools such as Genesys. Fluency in English and Arabic is required.