Job Description:

• Support 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 practice for customer care.

Job Dimensions:

• Direct Reports: 6-10
• Total Reports: 150+

Key Responsibilities:

• Generate efficiencies by managing resources through a multichannel environment
• 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
• Accountable for the customer experience and quality delivery by the engagement center environment 
• Increase Nationals workforce in the engagement center
• The engagement center is the central point of contact for over 2 million customer interactions through various channels with the Al Futtaim Automotive brands supporting SALES and AFTER SALES. 
• This is a senior business role which spans all brands and channels that focuses on customer service, business development and retention within the automotive group.
• The engagement center handles all manner of inquiries related to sales and after sales, Appointment generation, complaints ticket creation and recalls related to products.
• The role covers all aspects of customer contact strategy that builds on the vehicle ownership complete cycle for the group.

Qualifications, Experience & Skills:

Special skills:

• Analytical skills
• Communication / Interpersonal skills
• Organizational skills

Experience:

• 5 to 7 years customer service experience. 
• 5+ years management experience, supporting a group of plus 100 seats. 
• Experience in planning and managing Sales and After Sales activities 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 function in a call center or customer service center environment

Competencies:

• Influence management positions without direct authority
• Ability to work independently with high credibility
• Mastery of interpersonal skills to drive change without direct authority in a win/win framework.
• Strong communication skills with Sr. Management
• Strong analytical skills, with the ability to create simple but compelling call to action based on the data
• Ability to appropriately challenge and push for results

KGM

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