Al Futtaim Jobs - National_Engagement Center Supervisor (Dubai, AE)

Job Requisition ID: [[45334]] 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

ROLE PURPOSE:

The Customer Engagement Centre Team Manager will manage, develop and lead the 3 categories of engagement center agents, and subject matter experts in handling sales and aftersales interactions in all Al Futtaim Automotive businesses (Toyota, Lexus, Honda, TE, Automall, Hertz, Industrial Equipment) to achieve targeted goals and initiatives that impact the customer experience and business growth.

The role leads the team to deliver initiatives derived from root cause analysis of quality on interactions that generate business opportunities, analyzing information, providing recommendations, and working to implement change for existing and new process that would enhance the customer experience and business retention for the full purchasing cycle.

RESOURCE COMPLEXITY – Resources required to achieve accountabilities: Number of Direct Reports: 16 to 20

 

KEY ROLE SPECIFIC ACCOUNTABILITIES: Specify the output required from the role. It is recommended to identify not more than 6-8 key tasks and their performance indicators. NB – Focus on outcomes not tasks.

• Improve all channels Answer Rate and Response Rate
• Increase business opportunities
• Increase appointment show rate and drive an appointment culture for sales and after-sales
• Plan 1-2-1 and meeting sessions to develop their team
• Organize impact planning sessions and action employee engagement feedback
• Manage Employee Performance and build succession and develop people skills 
• Build an automotive brand relationship with sales and After Sales
• Optimize sales and after-sales conversion rates from the opportunity to visit
• Formulates policy for the area(s) of responsibility and secures appropriate approvals

 

PERSON SPECIFIC:

SPECIAL SKILLS AND ABILITIES REQUIRED:

• Analytical skills
• Communication / Interpersonal skills
• Organizational skills

EXPERIENCE:

• 5 years of customer service experience  in a managerial role 
• Experience in planning and managing Sales and After Sales activities in a call center environment
• Experience with Change Management efforts at the program and project level
• Strong communication skills, demonstrated through past experience and results.
• Demonstrated ability to work successfully in complex and emerging business and project areas with areas of gray.
• Demonstrated ability to appropriately challenge and push for results
• Process mapping experience
• Supervision of QA function in a call center or customer service center environment

COMPETENCIES:

• Influence management positions without direct authority
• Ability to work independently with high credibility
• Mastery of interpersonal skills to drive change without direct authority in a win/win framework.
• Strong communication skills with Sr. Management
• Strong analytical skills, with the ability to create a simple but compelling call to action based on the data
• Ability to appropriately challenge and push for results

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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