Team Leader

Job description / Role

Company Overview

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions: automotive, financial services, real estate, retail, and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia, and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands.

Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand, responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration, and integrity, Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the Role

The Team Leader – After Sales will play a pivotal role in driving customer satisfaction, team performance, and productivity within the Customer Engagement Centre (CEC). This position is responsible for leading a team of agents to deliver exceptional customer experiences, ensure achievement of key performance indicators, and contribute to business value generation through efficient handling of customer interactions.

The role requires a proactive and hands-on leader who can coach, motivate, and support the team to achieve operational excellence and align with Al-Futtaim’s service standards.

What You Will Do

• Lead, coach, and motivate a team of agents to achieve individual and team KPIs.
• Monitor team productivity and initiate performance improvement plans (PIP) where necessary.
• Ensure quality assurance KPIs are consistently achieved and customer satisfaction targets are met.
• Review daily, weekly, and monthly performance reports and provide actionable feedback to team members.
• Foster collaboration between verticals to ensure seamless handling of new projects and operational support.

• Ensure every customer interaction is seamless, accurate, and adds value to the customer experience.
• Drive customer engagement through continuous improvement of service processes and delivery standards.
• Support agents in resolving system-related issues by coordinating with IT and support partners.
• Reinforce Al-Futtaim’s service culture through regular coaching and communication of new offers, products, and marketing initiatives.

• Create a learning environment through regular side-by-side coaching and monthly one-on-one sessions.
• Conduct weekly team huddles and at least one formal team meeting per month to share key updates and improvement areas.
• Develop and communicate written action plans for employee improvement and monitor implementation progress.
• Share quality updates, business insights, and learning materials regularly to ensure consistent service excellence.

• Prepare daily activity plans and ensure completion of assigned call lists and campaigns.
• Track and report on conversion rates, agent performance, and campaign effectiveness.
• Identify trends in service performance and propose corrective actions to improve team results.
• Liaise with supervisors and quality teams to align improvement efforts and address low performers.

Required Skills to Be Successful

• Proven leadership and people management skills within a contact center or customer service environment.
• Strong analytical and reporting abilities.
• Excellent communication and interpersonal skills.
• Ability to coach, mentor, and drive performance improvement.
• Customer-centric mindset with a focus on continuous enhancement of service quality.

About the Team

You will be part of the After Sales Customer Engagement team, reporting to the Supervisor – After Sales. The team operates in a fast-paced, performance-driven environment focused on enhancing customer satisfaction and service efficiency across Al-Futtaim Motors.

What Equips You for the Role

• Minimum diploma or bachelor’s degree in business, communication, or a related field.
• Minimum 3 years of experience in customer service, contact center, or after-sales operations, with at least 1 year in a team leader or supervisory role.
• Strong knowledge of call center systems, productivity monitoring, and reporting tools.
• Experience within the automotive industry or related service sector preferred.

About Al-Futtaim Automotive

A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia, and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing, and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers—from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial and construction equipment.

What keeps the company moving forward is a 9,000-member strong team, with inspiring possibilities for growth throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

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.