Team Leader | Al-Futtaim Automotive – Al Futtaim Group
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
Performance Management and Team Leadership
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.
Customer Experience & Service Delivery
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.
Training, Coaching & Development
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.
Reporting & Continuous Improvement
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.
Job Details
| Posted Date: | 2025-10-23 |
| Job Location: | United Arab Emirates – Abu Dhabi |
| Company Industry: | Other Business Support Services |
