CRM Team Leader at Ali & Sons

Sharjah, Sharjah Emirate, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

11 Aug, 26

Salary

0.0

Posted On

13 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Performance Management, CRM Systems, Call Center Operations, Data Analysis, Customer Experience, Coaching, Problem Solving, KPI Tracking, SLA Management, Conflict Resolution, Reporting, English Fluency, Automotive Service Knowledge, Staff Scheduling, Quality Monitoring

Industry

Maritime Transportation

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 * 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 MG British motor brand MG has been around since the 1920s, representing a long and prestigious pedigree in the world of cars. Today, the company has a global presence with an impressive fleet of vehicles for all needs. Inter Emirates Motors, a subsidiary of Ali & Sons Holding started its partnership with MG in late 2020. Today, it operates six showrooms and five service centres in Dubai, Abu Dhabi, Ras Al Khaimah, Sharjah, and Al Ain. With almost 100 after-sales representatives, we ensure our customers get the best possible service throughout their buying journey.

Responsibilities

Lead and coach a team of call center agents to meet performance targets and maintain high service quality standards. Oversee CRM data accuracy, handle escalated customer concerns, and analyze KPIs to improve the overall customer journey.