successfactors
Customer Support Center Group Leader
Al-Futtaim Automotive
Dubai, UAE
Mid
Onsite
Discovered 1 weeks ago
Full Job Posting
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.
Qualifications
- 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.
About Al-Futtaim Automotive
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