Call Centre Supervisor - Al Futtaim Auto Centres

Job description / Role

Al-Futtaim is regarded as a pioneer in the Gulf region's Automotive industry and encompasses every aspect of the Automotive business; from passenger and commercial vehicles and construction equipment sales and service, to used car sales and rental and leasing.

Al Futtaim Auto Center (ALAC) is part of the Al Futtaim's Automotive Division. ALAC has six divisions comprising of Body Centers - Toyota & Lexus within UAE, Fast Repair, Customs & Classics, Auto Equip, Tyre Zone and Fastfit. ALAC offers end to end solutions in aftersales for both business to business & retail customers.

We are looking to recruit and experienced Call Centre Supervisor to manage a team of Call Centre Agents within Al Futtaim Auto Centres in Dubai. The main responsibilities of the role are as follows:

* Develop the monthly shift schedule and ensure the proper allocation of resources according to projected activities
* Handle inbound and outbound requests in case of overflow and respond to customer inquiries in accordance with established service level agreements within assigned operational companies (respond to customer emails, letters)
* Handle escalated calls and be available when agents appear to need assistance
* Monitor closely and quality assess inbound calls, outbound calls, email responses and data capture (target based)
* Keep track of attendance, daily statistics, paid time off, sick leave etc and managethe team accordingly. Be visible to answer questions
* Develop contests, awards and themes that increase agents' loyalty and focus
* Lead individual and group coaching sessions on various topics including Product Knowledge, After Sales Services, Complaint Handling, Brand Policies etc. Identify and escalate priority issues
* Develop supporting tools
* Motivate and encourage agents through positive communication and feedback. Document all call information according to standard operating procedures
* Meet at least once each week with your team to review past week's events, disseminate new products, answer questions and comments and produce call reports
* Develop and manage the operation plan including contingency planning for core activities within assigned area of responsibility (based on strategic objectives)
* Implement best practices to improve the customer experience
* Analyze and interpret business data and information
* Must meet KPI and service level targets on a consistent basis

Requirements

The ideal candidate will have the following skills and experience:

* Experience in Customer Service and/or Call Centre
* Experience in Managing a team
* Excellent English language skills (written and oral)
* Computer and telephone skills
* Attention to detail

Specific Skills & Knowledge:

Required:

* MS PowerPoint - basic proficiency
* MS Excel - intermediate proficiency
* MS Word- intermediate proficiency
* Excellent verbal and written communication
* Planning and organization
* team work
* Interpersonal
* Analytical
* problem analysis and problem solving
* Time and Task management

* University or College Degree

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.