UAEN1 Customer Support Center Group Leader | Retail | IKEA

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

This position is designated for Emiratizations 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.
• Effective communication 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.