Customer Support Center Group Leader

This position is designated for Emiratizations only

Overview Of The Role:

• The Customer Support Centre Group Leader ensures a seamless customer journey by providing an inspiring and rewarding customer experience for all non-face-to-face contacts. The role involves building trust and long-lasting relationships with customers to drive commercial growth and overseeing the operation of the support centre to improve performance. The role is pivotal in managing both human and financial resources, ensuring high-quality service delivery, and contributing to strategic business planning.
  
  

• Ensure that all cases are raised in CRM for follow up and accurate data recording.
• Achieve first call resolution and reduce repeat visits.
• Ensure customer emails and social media complaints are followed up and resolved.
• Monitor and evaluate overall support centre performance, providing action plans and performance targets.
• Resolve customer issues that cannot be solved by agents, ensuring escalation matrix is followed and updated.
• Implement compensatory matrix and discuss improvements with support centre manager.
• Listen to calls and take training or disciplinary action to improve communication and resolution.
• Compile KPIs and discuss benchmarks with store teams to reduce dissatisfaction.
• Monitor transport management system and contact customers when delays are expected or callbacks requested.
  
  

• Arrange schedules and workloads to ensure correct coverage at all times.
• Plan for future call volumes and coworker requirements to meet service levels.
• Ensure sufficient coverage to maintain service level benchmarks.
• Responsible for people development, training, coaching, and monitoring.
• Empower coworkers to make decisions without delay.
• Create an inspiring work environment where coworkers have access to needed information with user-friendly tools.
• Empower and coach coworkers to support customers effectively.
  
  

• Ensure the department complies with internal procedures and H&S routines (sec check).
• Conduct regular checks to ensure the EC is safe at all times.
  
  

• Manage and control all costs related to the customer support centre.
  
  

• Actively contribute to the creation of the country business plan.
• Be accountable for the Customer Support Centre action plan.
• Conduct regular follow-up and take action to ensure business plan goals remain on track.
  
  

• Strategic planning and thinking skills.
• Effective communication skills.
• Leadership and interpersonal skills.
• Proficient in Excel and CRM systems.
  
  

• Minimum Qualification is Diploma.
• Experience in a similar role, preferably with call centre experience working with Genesys/CRM systems.
• Retail background is advantageous.
• Proficiency in English and Arabic languages.
• Excel and computer skills, along with thinking and analytical skills.