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
