Dubai-Based Customer Support Centre Group Leader

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

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