Team Leader

Job Requisition ID: 173229

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the Role
The Team Leader – After Sales will play a pivotal role in driving customer satisfaction, team performance, and productivity within the Customer Engagement Centre (CEC). This position is responsible for leading a team of agents to deliver exceptional customer experiences, ensure achievement of key performance indicators, and contribute to business value generation through efficient handling of customer interactions. The role requires a proactive and hands-on leader who can coach, motivate, and support the team to achieve operational excellence and align with Al-Futtaim’s service standards.

What You Will Do

Performance Management and Team Leadership
Lead, coach, and motivate a team of agents to achieve individual and team KPIs.
Monitor team productivity and initiate performance improvement plans (PIP) where necessary.
Ensure quality assurance KPIs are consistently achieved and customer satisfaction targets are met.
Review daily, weekly, and monthly performance reports and provide actionable feedback to team members.
Foster collaboration between verticals to ensure seamless handling of new projects and operational support.
Customer Experience & Service Delivery
Ensure every customer interaction is seamless, accurate, and adds value to the customer experience.
Drive customer engagement through continuous improvement of service processes and delivery standards.
Support agents in resolving system-related issues by coordinating with IT and support partners.
Reinforce Al-Futtaim’s service culture through regular coaching and communication of new offers, products, and marketing initiatives.
Training, Coaching & Development
Create a learning environment through regular side-by-side coaching and monthly one-on-one sessions.
Conduct weekly team huddles and at least one formal team meeting per month to share key updates and improvement areas.
Develop and communicate written action plans for employee improvement and monitor implementation progress.
Share quality updates, business insights, and learning materials regularly to ensure consistent service excellence.
Reporting & Continuous Improvement
Prepare daily activity plans and ensure completion of assigned call lists and campaigns.
Track and report on conversion rates, agent performance, and campaign effectiveness.
Identify trends in service performance and propose corrective actions to improve team results.
Liaise with supervisors and quality teams to align improvement efforts and address low performers.

Required Skills to Be Successful

• Proven leadership and people management skills within a contact center or customer service environment.
• Strong analytical and reporting abilities.
• Excellent communication and interpersonal skills.
• Ability to coach, mentor, and drive performance improvement.
• Customer-centric mindset with a focus on continuous enhancement of service quality.

About the Team
You will be part of the After Sales Customer Engagement team, reporting to the Supervisor – After Sales. The team operates in a fast-paced, performance-driven environment focused on enhancing customer satisfaction and service efficiency across Al-Futtaim Motors.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.