Customer Support Center Group Leader
Al-Futtaim · Dubai
Job description
About the role
The Customer Support Centre Group Leader ensures a seamless, non‑face‑to‑face customer journey by delivering an inspiring experience and building long‑lasting relationships that drive commercial growth.
Key responsibilities
- Monitor and improve overall support centre performance, set action plans and targets, and ensure first‑call resolution.
- Manage people schedules, workloads and development, empower coworkers to make decisions, and maintain a safe work environment.
- Control costs, contribute to the country business plan, and follow up on action‑plan progress.
- Handle escalated customer issues, oversee CRM case recording, and ensure timely resolution of email and social‑media complaints.
Required profile
- Diploma minimum qualification.
- Relevant experience in a call‑centre or similar supervisory role, preferably with Genesys/CRM systems.
- Retail background is advantageous.
- Fluent in English and Arabic with strong analytical thinking.
Required skills
- Proficient in Excel.
- Experienced with CRM systems (e.g., Genesys).
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Published 2 hours ago
Expires 2 weeks from now
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Al-Futtaim
Dubai
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