CRM Team Leader

Company

Ali & Sons

Location

umm al qaywayn, umm al qaywayn

Type

Full-time

            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...
        

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