Engagement Center Manager
Location: Dubai, AE
Company: Al Futtaim Private Company LLC
Job Requisition ID: 152482
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
Overview of the role
Support the Al-Futtaim Automotive brands in the provision of outstanding levels of Customer Experience to all Al Futtaim customers who make contact through any of our channels of communication.
Provide support to the dealer Sales and After Sales network in handling customer inquiries to do business with the group and improve operations to function within best practise for customer care.
Be the POC between Al-Futtaim Automotive Contact Centre in UAE and Egypt and ensure seamless information and update exchanges between teams within Al-Futtaim Automotive and along with support functions to ensure KPI’s & Objectives are seamlessly delivered as per the MSA and SOW on an ongoing basis.
What you will do :
Generate efficiencies by managing resources through a multichannel environment agent Productivity Utilization
Manage cost per interaction through systems and process enhancement
Nurture and manage business opportunities to develop and increase the sales and aftersales influx into the automotive network oversee a continuous transformation in systems and process to upskill associates in delivering business excellence
Develop employee engagement strategy and succession planning
Develop a skills-based matrix to upskill associates in delivering business excellence repeat calls
Accountable for the customer experience and quality delivery by the engagement centre environment
Increase Nationals workforce in the engagement centre
Drive projects on Metric Improvement, Digitization Of Existing Processes
Required Skills to be successful :
Analytical skills
Communication / Interpersonal skills
Organizational skills
Presentation Skills
About the Team
As a Engagement Center Manager you will be reporting to Senior Manager - CEC & Vendor Management
What equips you for the role :
5 to 7 years customer service experience.
7+ years management experience, supporting a group of plus 100 seats.
Experience in planning and managing Omni Channel workforce in a call center environment.
Experience with Change Management efforts at the program and project level
Strong communication skills, demonstrated through past experience and results.
Demonstrated ability to work successfully in complex and emerging business and project areas with areas of gray.
Demonstrated ability to appropriately challenge and push for results
Process mapping experience
Supervision of QA & WFM function in a call center or customer service center environment
We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.
Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.
As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.
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