CRM Team Leader Ali & Sons

Employer Active

Posted 1 hrs ago

Experience

4 - 9 Years

Job Location

United Arab Emirates - United Arab Emirates

Education

Bachelor of Arts

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Key Responsibilities

  • Lead, coach, and motivate a team of call center agents to achieve performance targets
  • Monitor attendance, schedules, and workload distribution
  • Conduct one-on-one meetings and performance reviews
  • Ensure all inbound/outbound calls meet quality and SLA standards
  • Monitor calls (live and recorded) to maintain service quality and compliance
  • Handle escalated customer concerns, including service complaints and warranty issues
  • Track and analyze KPIs such as AHT, FCR, CSAT, and SLA performance
  • Prepare daily and weekly performance reports
  • Identify trends and recommend improvements to enhance customer experience
  • Coordinate with service centers, workshops, and parts departments
  • Ensure accurate booking of services and timely follow-ups on pending cases
  • Train new agents on CRM systems, customer service standards, and automotive services
  • Maintain CRM data accuracy, call scripts, FAQs, and documentation
  • Manage shift rosters, leave approvals, and system readiness
  • Act as the first point of escalation and ensure timely issue resolution
  • Drive initiatives to reduce complaints and improve customer retention

Desired Candidate Profile

Qualifications & Experience

  • Bachelor s Degree (B.A or equivalent)
  • Minimum 4 years of relevant experience in CRM or call center operations, preferably in automotive
  • Proven experience in team leadership and performance management
  • Strong communication, coaching, and problem-solving skills
  • Experience with CRM systems and call center tools
  • Good understanding of data analysis and reporting
  • Basic technical knowledge of automotive services is an advantage
  • Fluency in English is required; Arabic is an advantage
  • Computer literate

Company Industry

  • Oil & Gas
  • Petroleum

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • CRM Team Leader

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Ali & Sons

Why Join Ali & Sons?

  • Be part of a well-established and trusted automotive group in the UAE
  • Lead a dynamic team in a fast-paced, customer-focused environment
  • Opportunities for career growth and professional development
  • Exposure to leading automotive brands and operations
  • Competitive salary and employee benefits

Read More

https://fa-evjm-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/4573