Customer Support Center Group Leader

Role overview

Performance management

• Ensure cases are raised in CRM for follow-up and accurate data recording; improve first-call resolution and reduce repeat visits.
• Follow up and resolve customer emails and social media complaints; monitor overall performance and set action plans and targets.
• Resolve issues agents cannot solve, maintain the escalation matrix, and apply the compensation matrix while discussing improvements with the support center manager.
• Review calls and take training or disciplinary action to improve communication and resolution; compile KPIs and review benchmarks with store teams.
• Monitor the transport management system and contact customers about expected delays or requested callbacks.

People management

• Arrange schedules and workloads, forecast call volumes and staffing needs, and maintain coverage against service-level benchmarks.
• Develop, train, coach, and monitor coworkers; empower them to make decisions and support customers effectively.
• Create an inspiring work environment where coworkers have the information and user-friendly tools they need.

Safety, cost and planning

• Ensure department compliance with internal procedures and health and safety routines, and conduct regular safety checks.
• Manage and control customer support center costs.
• Contribute to the country business plan, own the support center action plan, and follow up to keep goals on track.

Qualifications and skills

• Minimum qualification is a diploma.
• Experience in a similar role; call center experience with Genesys or CRM systems is preferred.
• Strategic planning, communication, leadership, and interpersonal skills are required.
• Proficiency in English and Arabic, Excel, and computer skills, along with thinking and analytical skills, is required.
• A retail background is advantageous.