Al-Futtaim Hiring for Customer Support Centre Group Leader – BPO Job at Dubai Full Time

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

About Al-Futtaim IKEA

GROWING TOGETHER…

We are a values-driven company with a passion for life at home. Our vision is to create a better everyday life for the many people.

Al-Futtaim IKEA holds the franchise rights for IKEA in Egypt, Oman, Qatar and the United Arab Emirates.

About you

You have the ability to work in a fast retail environment. You are enthusiastic about assignments and working with others in a team. You are able to prioritize and plan tasks to reach the targeted results. You have a passion for home furnishing, retailing and how people live at home.

What’s more, we believe that you have the following knowledge, capabilities and motivation:

• Live and share the IKEA values every day
• High School Graduate
• 3-4 years in a similar role or Customer Service Supervisory, preferably in Retail background
• Computer literate like MS Office applications like Excel, Power Point & Outlook, etc.
• Knowledge in working with Genesys & CRM systems is an advantage
• Good knowledge in budget planning & Strategic Planning
• Customer Focus & Team Player
• Effective Communication & Problem Solving skills
• Strong People and Time management skills
• Coaching
• Leadership skills & Interpersonal skills
• Quality Assurance & Analytical Skills
• Good English communication skills, preferable Arabic speaker

About the position

You are responsible ensure a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. This includes in particular:

• You build and retain a long lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth.
• You oversee the operation and workforce of the support centre. You improve overall performance.

Key Specific Accountabilities:

Performance Management

• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording

• Work towards achieving first call resolution and thereby reducing repeat visits

• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received

• Monitor and evaluate the overall support centre performance and provide action plans and performance targets

• Monitor and feedback on working methods, productivity and quality on team and individual level

• Resolve all customer issues that cannot be solved by the agents. Escalation matrix is followed and updated

• Compensatory matrix is implemented and improvements are discussed with the support centre manager

• Calls are listened to and additional training/disciplinary action taken to improve the communication and resolution

• Compile KPI’s and discuss benchmarks with store teams to ensure dissatisfaction is reduced

• Transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back

People

• Responsible for arranging schedules and workloads to ensure correct coverage at all times.
• Plan for future expected inbound call volumes and co –worker requirements to ensure the service levels are met
• The customer support centre shall ensure coverage is sufficient to cover peaks and maintain service level benchmarks
• Responsible for people development, training, coaching and monitoring
• Co-worker empowerment to take reach a decision without delay
• Support in creating an inspiring and motivating work environment and atmosphere where co-workers have access to the information they need with user-friendly tools.
• Empower and coach co-workers through knowledge, confidence, trust and motivation so they are always ready to support customers in the best way possible

Health and Safety

• Secure that the department works ethically and in compliance with internal procedures and H&S routines (sec check) Regular checks to ensure the EC is safe at all times

Cost Control

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

Business Planning

• Actively contribute to the creation of the country business plan and be accountable for the Customer Support Centre action plan
• Conduct Regular follow up and take action to ensure that the business plan goals remain on track

A few more things for you

Interest? Then please join us for a rewarding career journey!

We are here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click, “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Apply now