Job closed
Ref: HP698-8452
Job description / Role
Toyota, Honda, Marks & Spencers, Ikea, Toys R Us and Dubai Festival City are just some of the amazing stable of world renowned brands managed by the Al Futtaim Group of Companies. Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses in the Gulf region. Today, Al-Futtaim operates through more than 65 companies in sectors as diverse as commerce, industry and services, and employs in excess of 20,000 people across the UAE, Bahrain, Kuwait, Qatar, Oman, Egypt, Saudi Arabia, Sri Lanka, Syria, Pakistan, Singapore and Europe.
Gulf Marketing Research is Al Futtaim Group's market research arm. Having operated in the gulf region for over 30 years, GMR provides vital market inputs to associated group and external companies across a range of marketing and business issues.
* Meet monthly key contact centre performance goals for customer satisfaction, quality, productivity and key performance metrics
* Performance Management and Evaluation - A detailed review of contact centre performance expectations and goals, including all KPIs and metrics (productivity, quality, customer satisfaction, schedule adherence, etc.) upon which agent performance evaluations will be based.
* Report generation and Analytics - Collects and compiles data to identify gaps (if any) and work on opportunities for Customer Service improvement.
* Work closely with Head of Contact Centre in the recruitment.
* Appraise TLs and CCAs on periodic basis and provide feedback to the CC Manager on the overall performance.
* Track and maintain daily workforce reports to ensure on-going productivity and efficiency standards.
* Conduct employee meetings to address process workflow initiatives, employee performance standards as well as any other employee issues (as needed).
* Conduct monthly 1 to 1 sessions with team members to review their performance and understand their concerns/requirements with reference to the business processes.
Requirements
* Minimum 3-4 years Supervisory experience in a Call Centre/BPO role.
* Excellent communication skills (English/Arabic)
* Working knowledge of CATI (Computer Aided Telephone Interview) systems
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.