Location
dubai
Job Type
Full-time
Posted
June 13, 2026
Job Description
Key Responsibilities
- Lead, coach and motivate a team of call center agents to achieve performance targets.
- Monitor attendance, schedules and workload distribution.
- Conduct one‑on‑one meetings and performance reviews.
- Ensure all inbound/outbound calls meet quality and SLA standards.
- Monitor calls live and recorded to maintain service quality and compliance.
- Handle escalated customer concerns including service complaints and warranty issues.
- Track and analyze KPIs such as AHT, FCR, CSAT and SLA performance.
- Prepare daily and weekly performance reports.
- Identify trends and recommend improvements to enhance customer experience.
- Coordinate with service centers, workshops and parts departments to ensure accurate booking of services and timely follow‑ups on pending cases.
- Train new agents on CRM systems, customer service standards and automotive services.
- Maintain CRM data accurac...