Customer Support Centre Leader (Emiratizations)

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

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.