CRM Team Leader - Automotive

Location: Sharjah, UAE

Ali & Sons – MG Department

CRM Team Leader

Key Responsibilities

• Lead, coach, and motivate a team of call center agents to achieve performance targets
• Monitor attendance, schedules, and workload distribution
• Conduct one-on-one meetings and performance reviews
• Ensure all inbound/outbound calls meet quality and SLA standards
• Monitor calls (live and recorded) to maintain service quality and compliance
• Handle escalated customer concerns, including service complaints and warranty issues
• Track and analyze KPIs such as AHT, FCR, CSAT, and SLA performance
• Prepare daily and weekly performance reports
• Identify trends and recommend improvements to enhance customer experience
• Coordinate with service centers, workshops, and parts departments
• Ensure accurate booking of services and timely follow-ups on pending cases
• Train new agents on CRM systems, customer service standards, and automotive services
• Maintain CRM data accuracy, call scripts, FAQs, and documentation
• Manage shift rosters, leave approvals, and system readiness
• Act as the first point of escalation and ensure timely issue resolution
• Drive initiatives to reduce complaints and improve customer retention

Qualifications & Experience

• Bachelor’s Degree (B.A or equivalent)
• Minimum
• 4 years of relevant experience
• in CRM or call center operations, preferably in automotive
• Proven experience in team leadership and performance management
• Strong communication, coaching, and problem-solving skills
• Experience with CRM systems and call center tools
• Good understanding of data analysis and reporting
• Basic technical knowledge of automotive services is an advantage
• Fluency in

English

• is required;
• Arabic is an advantage
• Computer literate

Why Join Ali & Sons?

• Be part of a well-established and trusted automotive group in the UAE
• Lead a dynamic team in a fast-paced, customer-focused environment
• Opportunities for career growth and professional development
• Exposure to leading automotive brands and operations
• Competitive salary and employee benefits