Customer Support Centre Group Leader - Retail
Posted date [2026-09-25]
(ID: 52496)
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Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional family business houses headquartered in Dubai, United Arab Emirates. |
Job Description and Requirements
Customer Support Centre Group Leader - RetailJob Snapshot
Role: Customer Support Centre Group Leader
Location: Dubai, UAE
Industry: Retail
Function: Customer Support
Experience: Experience in a similar role, preferably with call centre experience
Job Type: Full Time
Position Overview
Al-Futtaim is hiring a Customer Support Centre Group Leader in Dubai, UAE for a role designated for Emirati candidates. The position leads non-face-to-face customer support operations, focusing on service quality, case resolution, team performance, resource planning, cost control, and customer satisfaction. The Group Leader will oversee day-to-day support centre performance while using CRM, operational KPIs, coaching, and business planning to strengthen the customer journey.
Job Details
Country: UAE
City: Dubai
Industry: Retail
Function: Customer Support
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Emirati
Job Type: Full Time
Work Arrangement: On-site
Overview of the Role
The Customer Support Centre Group Leader is responsible for creating a consistent and effective customer experience
across remote contact channels. The role combines operational leadership with people development, performance monitoring, escalation management, resource planning, and financial control.
A key priority is building customer trust while improving first-call resolution, reducing repeat contacts, and ensuring complaints and escalated cases are handled efficiently.
Performance Management
* Ensure customer cases are recorded accurately in CRM for appropriate follow-up.
* Drive first-call resolution and work to reduce repeat customer visits.
* Ensure customer emails and social media complaints are followed up and resolved.
* Monitor overall support centre performance and establish appropriate action plans and performance targets.
* Resolve issues that cannot be handled by agents and ensure the escalation matrix is followed and kept current.
* Apply the compensatory matrix and discuss opportunities for improvement with the Support Centre Manager.
* Review calls and take appropriate training or disciplinary action when required to improve communication and resolution quality.
* Compile KPIs and discuss performance benchmarks with store teams to help reduce customer dissatisfaction.
* Monitor the transport management system and contact customers when delays are expected or callbacks have been requested.
People Leadership
Plan schedules and workloads to maintain appropriate coverage throughout support centre operations. Anticipate future call volumes and workforce requirements so agreed service levels can be maintained.
The Group Leader will take an active role in employee development through training, coaching, and performance monitoring. Team members should be equipped with relevant information and practical tools and empowered to make timely decisions when supporting customers.
Business Planning and Cost Control
* Manage and control costs associated with the Customer Support Centre.
* Contribute actively to development of the country business plan.
* Take accountability for the Customer Support Centre action plan.
* Regularly review progress against business plan objectives.
* Take corrective action where required to keep agreed goals on track.
* Use operational information and analytical thinking to support planning and performance improvement.
Health and Safety
Ensure the department follows applicable internal procedures and health and safety routines. Conduct regular checks to maintain a safe working environment and address identified concerns appropriately.
Required Skills
* Strategic planning and thinking skills.
* Effective communication skills.
* Leadership and interpersonal capability.
* Proficiency in Excel.
* Experience using CRM systems.
* Analytical and problem-solving skills.
* Workforce scheduling and operational planning capability.
* Ability to monitor service performance and operational KPIs.
Qualifications and Experience
* Minimum Diploma qualification.
* Experience in a similar customer support leadership role.
* Call centre experience is preferred.
* Experience working with Genesys and CRM systems is preferred.
* Retail experience is advantageous.
* Proficiency in English and Arabic.
* Good Excel and general computer skills.
* Strong thinking and analytical capabilities.
Candidate Eligibility
This position is designated for Emiratization and is intended for Emirati candidates.
A key priority is building customer trust while improving first-call resolution, reducing repeat contacts, and ensuring complaints and escalated cases are handled efficiently.
Performance Management
* Ensure customer cases are recorded accurately in CRM for appropriate follow-up.
* Drive first-call resolution and work to reduce repeat customer visits.
* Ensure customer emails and social media complaints are followed up and resolved.
* Monitor overall support centre performance and establish appropriate action plans and performance targets.
* Resolve issues that cannot be handled by agents and ensure the escalation matrix is followed and kept current.
* Apply the compensatory matrix and discuss opportunities for improvement with the Support Centre Manager.
* Review calls and take appropriate training or disciplinary action when required to improve communication and resolution quality.
* Compile KPIs and discuss performance benchmarks with store teams to help reduce customer dissatisfaction.
* Monitor the transport management system and contact customers when delays are expected or callbacks have been requested.
People Leadership
Plan schedules and workloads to maintain appropriate coverage throughout support centre operations. Anticipate future call volumes and workforce requirements so agreed service levels can be maintained.
The Group Leader will take an active role in employee development through training, coaching, and performance monitoring. Team members should be equipped with relevant information and practical tools and empowered to make timely decisions when supporting customers.
Business Planning and Cost Control
* Manage and control costs associated with the Customer Support Centre.
* Contribute actively to development of the country business plan.
* Take accountability for the Customer Support Centre action plan.
* Regularly review progress against business plan objectives.
* Take corrective action where required to keep agreed goals on track.
* Use operational information and analytical thinking to support planning and performance improvement.
Health and Safety
Ensure the department follows applicable internal procedures and health and safety routines. Conduct regular checks to maintain a safe working environment and address identified concerns appropriately.
Required Skills
* Strategic planning and thinking skills.
* Effective communication skills.
* Leadership and interpersonal capability.
* Proficiency in Excel.
* Experience using CRM systems.
* Analytical and problem-solving skills.
* Workforce scheduling and operational planning capability.
* Ability to monitor service performance and operational KPIs.
Qualifications and Experience
* Minimum Diploma qualification.
* Experience in a similar customer support leadership role.
* Call centre experience is preferred.
* Experience working with Genesys and CRM systems is preferred.
* Retail experience is advantageous.
* Proficiency in English and Arabic.
* Good Excel and general computer skills.
* Strong thinking and analytical capabilities.
Candidate Eligibility
This position is designated for Emiratization and is intended for Emirati candidates.
