CRM Team Leader - Automotive

About the role

We are looking for a results‑driven CRM Team Leader to oversee our automotive call centre in Sharjah. You will lead a team of agents, ensure high‑quality customer interactions, and drive continuous improvement in service delivery.

Key responsibilities

• Lead, coach and motivate call centre agents to meet performance targets.
• Monitor attendance, schedules, workload distribution and manage shift rosters.
• Conduct one‑on‑one meetings, performance reviews and handle escalated customer issues.
• Ensure inbound/outbound calls meet quality and SLA standards; monitor live and recorded calls.
• Track and analyse KPIs such as AHT, FCR, CSAT and SLA performance.
• Prepare daily and weekly performance reports and recommend improvements.
• Coordinate with service centres, workshops and parts departments for accurate bookings and follow‑ups.
• Train new agents on CRM systems, customer service standards and automotive services.
• Maintain CRM data accuracy, call scripts, FAQs and documentation.

Required profile

• Bachelor’s degree (B.A. or equivalent).
• Minimum 4 years of experience in CRM or call centre operations, preferably in the automotive sector.
• Proven team leadership and performance‑management experience.
• Strong communication, coaching and problem‑solving abilities.
• Fluency in English; Arabic is an advantage.

Required skills

• CRM systems
• Call centre tools
• Data analysis
• Reporting

What we offer

• Competitive salary and employee benefits.
• Opportunities for career growth and professional development.
• Exposure to leading automotive brands and operations.
• Dynamic, customer‑focused work environment within a well‑established UAE automotive group.