Team Leader - Contact Center | Automall

About the Job
We are currently looking to recruit a Team Leader - Contact Center for Automall.The purpose of this role is to Manage Al-Futtaim Automall’s Contact Center and deliver the agreed service levels to both the internal and external customers with a very high level of focus on providing a delightful experience to the internal and external customers as per the Al-Futtaim Way.

The duties will include the following:

• To achieve the standards as per the Service Level Agreement in receiving voice calls, web enquiries.
• To achieve the monthly sales target sourced through web, telephone and social media.
• To achieve the monthly purchase target through prospecting, as well as sourced thorugh web, telephone and social media.
• To ensure that post sales / service calls to measure customer satisfaction are done to all the customers.

Skills and Experience
To apply for this role you should have the following qualifications, experience and skills:

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Minimum Qualifications and Knowledge:

Graduation and extensive local market knowledge in buying and selling of vehicles.

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Minimum Experience:

Minimum 2 years of experience in managing a team of tele agents with a proven record of high performance

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Job-Specific Skills:

Proven Mentoring and Leadership Skills to Identify & groom talent, to motivate the lead the team to a very high level of consistent level of high performance, High Analytical and organization skills ,Excellent verbal and written communication skills in English and Arabic.

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Behavioural Competencies:

Ability to train and manage a team of Agents and motivate them to deliver consistent high performance, Emotional Maturity to handle and satisfy internal and external customers, Sensitivity to work and excel in a multicultural work environment . Ability to remain focussed on the set monthly targets and to be self-driven to achieve and excel them.