Emirati National Customer Support Center Leader

Al-Futtaim; Dubai; On-site; AED 223,000 - 357,000; Full time

Job summary

Al-Futtaim is seeking a Customer Support Centre Group Leader in the UAE to drive an exceptional, non-face-to-face customer journey. You will oversee operations, coach staff, manage budgets, and contribute to strategic planning to grow the business.

Fluency in English and Arabic is required, with CRM and Genesys experience preferred. The role focuses on performance management, cost control, and delivering high-quality service across channels.

Qualifications

• Diploma required; call centre experience preferred.
• Experience with Genesys/CRM systems.
• English and Arabic language proficiency.
• Retail background advantageous.
• Excel and computer skills.

Responsibilities

• Lead the Customer Support Centre to deliver an inspiring customer experience.
• Ensure CRM data is captured and cases tracked; drive first contact resolution.
• Monitor performance, set targets, and implement action plans.
• Oversee staffing, scheduling, and coverage to meet service levels.
• Coach and develop team members; enforce escalations and compliance.

Skills

Strategic planning

Communication skills

Leadership

Excel & CRM

Education

Diploma

Tools

Genesys

CRM systems

Job description

Al-Futtaim is seeking a Customer Support Centre Group Leader in the UAE to drive an exceptional, non-face-to-face customer journey. You will oversee operations, coach staff, manage budgets, and contribute to strategic planning to grow the business.

Fluency in English and Arabic is required, with CRM and Genesys experience preferred. The role focuses on performance management, cost control, and delivering high-quality service across channels.