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CRM Team Leader

Ali & SonsUnited Arab Emirates, UAETodaySenior
Senior

Skills

LeadershipStrategic PlanningBudgetingTeam ManagementPerformance ManagementProject Management
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Via NaukriGulf·

About This Role

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

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