Customer Support Center Group Leader – Retail

About the role

The Customer Support Centre Group Leader ensures a seamless, non‑face‑to‑face customer journey for IKEA retail customers in the UAE. Reporting to the Support Centre Manager, the role combines performance oversight, people leadership, cost control and strategic business planning.

Key responsibilities

• Monitor and improve overall support centre performance, ensuring cases are logged in CRM, first‑call resolution targets are met, and email/social media complaints are resolved.
• Manage staffing schedules, forecast call volumes, and maintain service‑level benchmarks while coaching and developing team members.
• Oversee health and safety compliance, conduct regular safety checks, and ensure the centre operates within internal procedures.
• Control operational costs and contribute to the country business plan and the centre’s action plan.

Required profile

• Diploma minimum qualification.
• Previous call‑centre or customer support leadership experience, preferably with Genesys/CRM systems.
• Retail background is a plus.
• Fluent in English and Arabic.

Required skills

• Excel
• CRM systems
• Genesys call‑centre platform