Head of Customer Interaction Centre

About the role

The Head of Customer Interaction Centre will lead the Customer Engagement and Digital Sales function across Al Masaood Automobiles, covering multiple brands and regions in Abu Dhabi, Al Ain and the Western Region. The role is responsible for delivering a consistent, commercially effective customer experience across voice, WhatsApp, live chat, web and other approved channels.

Key responsibilities

• Lead the integrated Customer Engagement and Digital Sales operating model across all AMA brands, ensuring consistent service delivery and strong commercial performance.
• Manage digital leads, appointment setting, outbound campaigns, service telesales, customer follow‑ups and retention initiatives to maximise conversion and customer lifetime value.
• Establish and monitor KPIs covering service levels, quality, productivity, lead contactability, appointment conversion, sales conversion, retention, recovery, upselling and revenue contribution.
• Use Qlik, CRM information and operational dashboards to identify performance gaps, implement corrective actions and report measurable results.
• Lead team leaders, supervisors and functional leads while ensuring effective workforce planning, coaching, performance management and employee development.
• Drive continuous improvement of telephony, IVR, CRM, case management, WhatsApp, live chat, digital lead flows, speech analytics and reporting systems in partnership with Digital, Data and IT teams.

Required profile

• Bachelor’s degree in Business Administration, Customer Experience, Marketing, Digital Business, Operations Management or related discipline.
• 8‑10 years of experience in customer engagement, contact‑centre management, digital sales or similar environment.
• At least 3 years in a leadership role with responsibility for KPI performance and operational results.
• Proven experience managing sizeable frontline teams and delivering omnichannel customer service.
• Experience in automotive sales and aftersales or comparable multi‑channel commercial operations is highly desirable.

Required skills

• Qlik
• CRM platforms
• Dashboards and KPI governance
• Speech analytics and IVR
• WhatsApp, live chat and digital lead flow management