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Full-time
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Job Description
**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