Customer Support Center Group Leader

About the role

The Customer Support Centre Group Leader ensures a seamless, non‑face‑to‑face customer journey for IKEA retail customers in Dubai. The role combines performance oversight, people development and cost control to deliver high‑quality service and support strategic business planning.

Key responsibilities

• Monitor and improve support centre performance, ensuring cases are logged in CRM, first‑call resolution is achieved and repeat contacts are reduced.
• Handle escalated customer issues, follow the escalation matrix, and implement compensatory actions where needed.
• Plan schedules and workloads to guarantee adequate coverage, anticipate call volumes and maintain service‑level benchmarks.
• Coach, train and develop team members, empowering them to make decisions and provide effective customer support.
• Ensure health and safety compliance, conduct regular safety checks and maintain a safe working environment.
• Manage the centre’s budget, control costs and contribute to the country’s business plan and action‑plan execution.

Required profile

• Diploma minimum qualification with proven experience in a call‑centre or customer support role, preferably using Genesys/CRM systems.
• Retail background is advantageous and fluency in both English and Arabic is required.
• Strong analytical, strategic planning and communication abilities.

Required skills

• Excel
• CRM systems
• Genesys