Dubai Customer Support Center Group Lead

Uae Job Alert; Dubai; On-site; AED 201,000 - 312,000; Full time

Job summary

IKEA Dubai is seeking a Customer Support Center Group Leader to oversee non-face-to-face customer interactions, drive performance, and develop staff. The role emphasizes coaching, data-driven decisions, and collaboration with store teams to improve service levels and support business growth.

The candidate should manage escalation processes, optimize response times, and maintain quality while controlling costs. Fluency in English and Arabic is required to succeed in this retail environment.

Qualifications

• Diploma qualification is required.
• Experience in customer service leadership or call centre is preferred.
• Fluency in English and Arabic is required.

Responsibilities

• Oversee customer support performance and ensure high service levels.
• Lead the team through coaching, training, and performance management.
• Monitor key metrics, cost controls, and escalation processes.
• Collaborate with internal teams to improve customer experiences.

Skills

Strategic planning

Leadership & coaching

Communication skills

CRM systems

Excel

Problem solving

Cross-functional collaboration

Education

Diploma qualification

Tools

Genesys

CRM platforms

Job description

IKEA Dubai is seeking a Customer Support Center Group Leader to oversee non-face-to-face customer interactions, drive performance, and develop staff. The role emphasizes coaching, data-driven decisions, and collaboration with store teams to improve service levels and support business growth.

The candidate should manage escalation processes, optimize response times, and maintain quality while controlling costs. Fluency in English and Arabic is required to succeed in this retail environment.