UAE National - Engagement Center Supervisor - Dubai
Al Futtaim Private Company LLC, United Arab Emirates
Job Description
Come join us to live well, work better, and be the best.
JOB PURPOSE:
To provide full support to Al Futtaim Motors customers and the customer relations team in the following:
Managing the call center daily operations. Ensuring adherence to SOPs and KPIs as well as general management of the department in terms of attendance, productivity, and quality
Manage team performance and development through regular meetings
Maintaining call center management standards through compliance with industry thresholds. Compliance with AHT, NR, Hold, DN, shrinkage, and short call thresholds.
Being a link between the call center and the customer care team in the case of complaint resolution
Training of the departmental staff as well as other department staff about complaint handling protocol
Compliance with TMC complaint handling processes and VOC entry
Liaising with the National Service Division for technical input to the resolution of customer complaints
Creating corporate trust based on integrity and fair handling of all inquiries and complaints
Providing relevant information in reports from SAP to the Customer Care Manager
Sourcing information on competitor models to assist in the production of relevant product knowledge training
KEY ACCOUNTABILITIES: Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes, not tasks
Handling of call center staff for the customer care center
Complaint resolution and coordination with customer case managers
Promotion of Kaizen activities to understand the root cause of complaints and promote countermeasures
Sourcing information on competitor models and processes to assist in the production of relevant training materials for the Magic Moments program
Job Specification
OB CONTEXT: DEFINE ORGANIZATIONAL POLICY AND OTHER FACTORS THAT HAVE A CRITICAL IMPACT ON THE JOB
The department acts as the focal point to continuously promote the concept of CS among staff and upgrade the level of services offered by the Company. A close liaison is maintained between all departments and all personnel are involved in the process to create a “Quality Service Culture”. A close watch is kept on the services of the competitors and the company is kept ahead of the market. Every tool of communication is used to promote company’s competitive edge in its services. The Department lays down the basis for improving the quality of customer service in all departments and creating customer loyalty – essential for the medium to long term success of the business.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Minimum Qualifications and Knowledge: University Graduate, basic technical understanding of automobiles
Minimum Experience: 4 – 5 years of relevant experience (customer service manager in automotive, banking, finance, or technical experience with a customer-facing role in the automotive industry)
Job-Specific Skills: English and other language skill (Arabic, Urdu, Hindi, Tagalog, Farsi, etc) are essential. Technical knowledge of automobiles, negotiation, and influencing skills
Behavioral Competencies: Leadership, negotiation and influencing skills, conflict resolution, ability to think clearly under pressure, ability to make decisions and follow-through