Al Futtaim Jobs - Engagement Center Manager | Automotive Business | Dubai (Dubai, AE)

Job Requisition ID: 89096 

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.

 

 

                             Customer Engagement Center Manager (automotive business)

 

Job Role:

• This role is required to support the Al-Futtaim Automotive brands in the provision of outstanding levels of Customer Experience to all Al Futtaim customers who make contact through any of our channels of communication.
• As part of the Organisational Design Changes it was agreed to replace the former GM and Head of Operations of the CEC by Operations Managers who will provide support to the dealer Sales network in handling customer inquiries related to Sales Leads in order to do business with the group and improve operations to function within best practise for customer care.
• This follows the wider strategy to optimise the handling of all outbound activities by coordinating them centrally from within the CRM Team.

 

Key Responsibilities:

 

• Generate efficiencies by managing resources through a multichannel environment
• Manage cost per interaction through systems and process enhancement
• Nurture and manage business opportunities to develop and increase the Sales Lead influx into the automotive network and corresponding conversion
• Manage the continuous transformation in systems and processes to upskill associates in delivering business excellence
• Ensure execution of employee engagement strategy
• Continuously monitor outbound call performance and optimise their success
• Accountable for the delivery of the agreed customer experience and quality standards by the engagement centre environment 
• Develop UAE Nationals and upskill in order to ensure progression opportunities

 

Qualifications, Experience & Skills:

 

SPECIAL SKILLS AND ABILITIES REQUIRED:

• People Management
• Analytical skills
• Communication / Interpersonal skills
• Organizational skills

 

EXPERIENCE:

• 3 to 5 years customer service experience. 
• 3+ years management experience, supporting a group of plus 100 seats. 
• Experience in planning and managing Sales and Incubation activities in a call center environment.
• Experience with Change Management efforts at the program and project level
• Strong people management and 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
• Strong collaboration with MIS and WFM functions in a call center environment

 

COMPETENCIES:

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

 

 

 

KGM

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