UAE National | Engagement Center Manager | Al Futtaim Group | Automotive | Dubai

Job Description

Job Requisition ID: 152482 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 worlds most admired and innovative brands. Al-Futtaim Groups entrepreneurship and relentless customer focus enables the organisation 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 roleSupport the Al-Futtaim Automotive brands in the provision of outstanding levels of Customer Experience to all Al Futtaim customers who make contact through any of our channels of communication. Provide support to the dealer Sales and After Sales network in handling customer inquiries to do business with the group and improve operations to function within best practise for customer care. Be the POC between Al-Futtaim Automotive Contact Centre in UAE and Egypt and ensure seamless information and update exchanges between teams within Al-Futtaim Automotive and along with support functions to ensure KPIs & Objectives are seamlessly delivered as per the MSA and SOW on an ongoing basis. What you will do :

• Generate efficiencies by managing resources through a multichannel environment agent Productivity Utilization
• Manage cost per interaction through systems and process enhancement
• Nurture and manage business opportunities to develop and increase the sales and aftersales influx into the automotive network oversee a continuous transformation in systems and process to upskill associates in delivering business excellence
• Develop employee engagement strategy and succession planning
• Develop a skills-based matrix to upskill associates in delivering business excellence repeat calls
• Accountable for the customer experience and quality delivery by the engagement centre environment
• Increase Nationals workforce in the engagement centre
• Drive projects on Metric Improvement, Digitization Of Existing Processes

Required Skills to be successful :

• Analytical skills
• Communication / Interpersonal skills
• Organizational skills
• Presentation Skills

About the TeamAs a Engagement Center Manager you will be reporting to Senior Manager - CEC & Vendor Management What equips you for the role :

• 5 to 7 years customer service experience.
• 7+ years management experience, supporting a group of plus 100 seats.
• Experience in planning and managing Omni Channel workforce in a call center environment.
• Experience with Change Management efforts at the program and project level
• Strong communication skills, demonstrated through past experience and results.
• Demonstrated ability to work successfully in complex and emerging business and project areas with areas of gray.
• Demonstrated ability to appropriately challenge and push for results
• Process mapping experience
• Supervision of QA & WFM function in a call center or customer service center environment

Were 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.

Keyskills :

About Company

The Al-Futtaim Group is a large conglomerate based in Dubai, United Arab Emirates.As a family-owned business, we take a long-term view in everything we do, because we believe that sustainable success requires uncompromising commitment.
That’s the reason why some of the world’s most admired and innovative brands from the USA, UK, Japan, Sweden, France, Germany and Switzerland – from sectors as diverse with each other as automotive, retail, real estate and finance – trust Al-Futtaim with their own reputation and commercial success since the 1930s.
And through our inherent customer-centric approach and relentless pursuit of perfection, we add significant value – connecting consumers in 20+ markets with these brands in contemporary, powerful, meaningful and emotional ways that create longstanding relationships based on loyalty and mutual trust.