UAEN1 Customer Support Center Group Leader

Robinson & Co (Singapore) Pte Ltd; Dubai; On-site; AED 201,000 - 335,000; Full time

Job summary

Robinson & Co (Singapore) Pte Ltd in the UAE seeks a Customer Support Centre Group Leader to drive service excellence and program accountability. You will steer performance, coach teams, and manage resources to deliver high-quality customer experiences across non-face-to-face contacts.

The role emphasizes strategic planning, leadership, and a strong command of Excel and CRM systems, with bilingual English/Arabic capability highly valued.

Qualifications

• Diploma required with relevant customer operations exposure.
• Experience in a call centre environment using Genesys/CRM systems.
• Strong English and Arabic language skills are essential.
• Retail background is a plus.

Responsibilities

• Lead performance management for the customer support centre and ensure data is captured in CRM.
• Drive first call resolution and reduce repeat visits through coaching and action plans.
• Monitor channel responses (emails, social) and ensure timely resolution.
• Develop KPIs, set benchmarks, and coordinate with store teams for improvements.
• Oversee scheduling, workloads, and coverage to meet service levels.
• Plan for future call volumes and guide resources accordingly.
• Ensure cost control and adherence to health and safety procedures.
• Contribute to the country business plan and action plans.

Skills

Strategic thinking

Leadership

Communication

Education

Diploma

Tools

Genesys

CRM systems

Job description

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This position is designated for UAE Nationals only

Overview Of The Role:

• The Customer Support Centre Group Leader ensures a seamless customer journey by providing an inspiring and rewarding customer experience for all non-face-to-face contacts. The role involves building trust and long-lasting relationships with customers to drive commercial growth and overseeing the operation of the support centre to improve performance. The role is pivotal in managing both human and financial resources, ensuring high-quality service delivery, and contributing to strategic business planning.

What You Will Do:

Performance Management

• Ensure that all cases are raised in CRM for follow up and accurate data recording.
• Achieve first call resolution and reduce repeat visits.
• Ensure customer emails and social media complaints are followed up and resolved.
• Monitor and evaluate overall support centre performance, providing action plans and performance targets.
• Resolve customer issues that cannot be solved by agents, ensuring escalation matrix is followed and updated.
• Implement compensatory matrix and discuss improvements with support centre manager.
• Listen to calls and take training or disciplinary action to improve communication and resolution.
• Compile KPIs and discuss benchmarks with store teams to reduce dissatisfaction.
• Monitor transport management system and contact customers when delays are expected or callbacks requested.

People Management

• Arrange schedules and workloads to ensure correct coverage at all times.
• Plan for future call volumes and coworker requirements to meet service levels.
• Ensure sufficient coverage to maintain service level benchmarks.
• Responsible for people development, training, coaching, and monitoring.
• Empower coworkers to make decisions without delay.
• Create an inspiring work environment where coworkers have access to needed information with user-friendly tools.
• Empower and coach coworkers to support customers effectively.

Health and Safety

• Ensure the department complies with internal procedures and H&S routines (sec check).
• Conduct regular checks to ensure the EC is safe at all times.

Cost Control

• Manage and control all costs related to the customer support centre.

Business Planning

• Actively contribute to the creation of the country business plan.
• Be accountable for the Customer Support Centre action plan.
• Conduct regular follow-up and take action to ensure business plan goals remain on track.

Required Skills To Be Successful:

• Strategic planning and thinking skills.
• Leadership and interpersonal skills.
• Proficient in Excel and CRM systems.

What Qualifies You For The Role:

• Minimum Qualification is Diploma.
• Experience in a similar role, preferably with call centre experience working with Genesys/CRM systems.
• Retail background is advantageous.
• Proficiency in English and Arabic languages.
• Excel and computer skills, along with thinking and analytical skills.