Customer Support Centre Group Leader - Retail

AlFuttaim; Dubai; On-site; AED 134,000 - 223,000; Full time

Job summary

Al-Futtaim is hiring a Customer Support Centre Group Leader in Dubai, UAE for a role designated for Emirati candidates. The Group Leader will oversee non-face-to-face customer support operations, focusing on service quality, case resolution, team performance, resource planning, cost control, and customer satisfaction.

The position emphasizes CRM usage, operational KPIs, coaching, and business planning to strengthen the customer journey, with accountability for day-to-day support centre

Qualifications

• Minimum Diploma qualification and leadership experience in customer support.
• Call centre experience preferred.
• Experience with Genesys and CRM systems preferred.
• Proficiency in English and Arabic.
• Excellent Excel and general computer skills.

Responsibilities

• Record customer cases accurately in CRM for follow-up.
• Drive first-call resolution and reduce repeat visits.
• Monitor emails and social media; ensure timely responses.
• Set performance targets and action plans for the team.
• Coach and develop staff; ensure adequate coverage and planning.
• Oversee cost control and country business plan development.
• Ensure health and safety procedures are followed.
• Manage scheduling and respond to call volumes.

Skills

Strategic planning

Effective communication

Leadership

Excel

CRM systems

Analytical thinking

Workforce scheduling

Operational planning

KPIs monitoring

Education

Diploma

Tools

Genesys

CRM systems

Job description

Customer Support Centre Group Leader - Retail

Job Snapshot

Role: Customer Support Centre Group Leader

Location: Dubai, UAE

Industry: Retail

Function: Customer Support

Experience: Experience in a similar role, preferably with call centre experience

Job Type: Full Time

Job Details

Country: UAE

City: Dubai

Industry: Retail

Function: Customer Support

Salary: Not disclosed

Gender: No Preference

Candidate Nationality: Emirati

Job Type: Full Time

Work Arrangement: On-site

Overview of the Role

Al-Futtaim is hiring a Customer Support Centre Group Leader in Dubai, UAE for a role designated for Emirati candidates. The position leads non-face-to-face customer support operations, focusing on service quality, case resolution, team performance, resource planning, cost control, and customer satisfaction. The Group Leader will oversee day-to-day support centre performance while using CRM, operational KPIs, coaching, and business planning to strengthen the customer journey.

Performance Management

• Ensure customer cases are recorded accurately in CRM for appropriate follow-up.
• Drive first-call resolution and work to reduce repeat customer visits.
• Ensure customer emails and social media complaints are followed up and resolved.
• Monitor overall support centre performance and establish appropriate action plans and performance targets.
• Resolve issues that cannot be handled by agents and ensure the escalation matrix is followed and kept current.
• Apply the compensatory matrix and discuss opportunities for improvement with the Support Centre Manager.
• Review calls and take appropriate training or disciplinary action when required to improve communication and resolution quality.
• Compile KPIs and discuss performance benchmarks with store teams to help reduce customer dissatisfaction.
• Monitor the transport management system and contact customers when delays are expected or callbacks have been requested.

People Leadership Plan

schedules and workloads to maintain appropriate coverage throughout support centre operations. Anticipate future call volumes and workforce requirements so agreed service levels can be maintained. The Group Leader will take an active role in employee development through training, coaching, and performance monitoring. Team members should be equipped with relevant information and practical tools and empowered to make timely decisions when supporting customers.

Business Planning and Cost Control

• Manage and control costs associated with the Customer Support Centre.
• Contribute actively to development of the country business plan.
• Take accountability for the Customer Support Centre action plan.
• Regularly review progress against business plan objectives.
• Take corrective action where required to keep agreed goals on track.
• Use operational information and analytical thinking to support planning and performance improvement.

Health and Safety

Ensure the department follows applicable internal procedures and health and safety routines. Conduct regular checks to maintain a safe working environment and address identified concerns appropriately.

Required Skills

• Strategic planning and thinking skills.
• Effective communication skills.
• Leadership and interpersonal capability.
• Proficiency in Excel.
• Experience using CRM systems.
• Analytical and problem-solving skills.
• Workforce scheduling and operational planning capability.
• Ability to monitor service performance and operational KPIs.

Qualifications and Experience

• Minimum Diploma qualification.
• Experience in a similar customer support leadership role.
• Call centre experience is preferred.
• Experience working with Genesys and CRM systems is preferred.
• Retail experience is advantageous.
• Proficiency in English and Arabic.
• Good Excel and general computer skills.
• Strong thinking and analytical capabilities.

Candidate Eligibility

This position is designated for Emiratization and is intended for Emirati candidates.