Call Center Team Leader

1 month ago

Dubai, United Arab Emirates Al-Futtaim Full time
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 Arab 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 organization 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: Ensure a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. This includes in particular: To build and retain a long lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth.
Oversee the operation and workforce of the support centre. To improve overall performance.
What you will do:- Description of Accountability:
PERFORMANCE MANAGEMENT Ensure that all cases are raised in CRM for follow up and accurate data recording Work towards achieving first call resolution and thereby reducing repeat visits Ensure that all customer emails and social media complaints are followed up and resolved Monitor and evaluate the overall support centre performance and provide action plans and performance targets Monitor and feedback on working methods, productivity and quality on team and individual level Resolve all customer issues that cannot be solved by the agents. Escalation matrix is followed and updated Compensatory matrix is implemented and improvements are discussed with the support centre manager Calls are listened to and additional training/disciplinary action taken to improve the communication and resolution Compile KPI’s and discuss benchmarks with store teams to ensure dissatisfaction is reduced Transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back
PEOPLE Responsible for arranging schedules and workloads to ensure correct coverage at all times. Plan for future expected inbound call volumes and co –worker requirements to ensure the service levels are met The customer support centre shall ensure coverage is sufficient to cover peaks and maintain service level benchmarks Responsible for people development, training, coaching and monitoring Co-worker empowerment to take reach a decision without delay Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need with user-friendly tools. Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible
HEALTH AND SAFETY Secure that the department works ethically and in compliance with internal procedures and H&S routines (sec check) 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 and be accountable for the Customer Support Centre action plan Conduct Regular follow up and take action to ensure that the business plan goals remain on track
Required Skills to be successful:- Arabic Speaker Attention to Detail Highly Numerate Product Confident Good Communicator Collaborative Style Optimistic Attitude Good working knowledge of Excel and key Microsoft Applications Knowledge of SAP an additional advantage
What equips you for the role: High School or Bachelor Degree 5-6 years’ experience working in Call centre with Genesys/CRM systems is an advantage Retail background Excel and computer literate Thinking and Analytical Skills. Empathy Customer service and results oriented Leadership and problem solving skills Good communication skills Excellent relationship skills Accountability About Al-Futtaim Retail Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…

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