We're Hiring: CRM Team Leader - Automotive

Location: Sharjah, UAE

Are you a results-driven leader with a passion for customer experience and team performance Join Ali & Sons – MG Department as a CRM Team Leader and play a key role in driving customer satisfaction, optimizing call center operations, and leading a high-performing team in a dynamic automotive environment.

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
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 accuracy, call scripts, FAQs, and documentation
Manage shift rosters, leave approvals, and system readiness
Act as the first point of escalation and ensure timely issue resolution
Drive initiatives to reduce complaints and improve customer retention

Qualifications & Experience

Bachelor's Degree (B.A or equivalent)
Minimum 4 years of relevant experience in CRM or call center operations, preferably in automotive
Proven experience in team leadership and performance management
Strong communication, coaching, and problem-solving skills
Experience with CRM systems and call center tools
Good understanding of data analysis and reporting
Basic technical knowledge of automotive services is an advantage
Fluency in English is required; Arabic is an advantage
Computer literate

Why Join Ali & Sons

Be part of a well-established and trusted automotive group in the UAE
Lead a dynamic team in a fast-paced, customer-focused environment
Opportunities for career growth and professional development
Exposure to leading automotive brands and operations
Competitive salary and employee benefits