Customer Service Supervisor
Dubai, United Arab Emirates
Job Description
About GMG: GMG is a global well-being company retailing, distributing, and manufacturing a portfolio of leading international and home-grown brands across sport, food, and health sectors. Its vision is to inspire people to win in ways that make the world better. Today, GMG’s investments span across four key verticals: GMG Sports, GMG Food, GMG Health, and GMG Consumer Goods. Under the ownership and management of the Baker family, it has become a leading global company, affiliated with the world’s most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands into its markets. About the Role:
- Directs, administers, and controls the day-to-day operations and activities of the customer service department by organizational standards and customer care programs
- Provides leadership, support, and guidance to the customer service team.
- Participates in the implementation of divisional and company initiatives and strategies.
- Practices cost containment strategies, maintaining profitability, and the growth of the team.
- Directs and oversees the team within the defined area through effective leadership and management of customer service.
- Coordinates operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines and requirements ensuring efficiency and economy.
- Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.
- Manages the staffing through the appropriate hiring, and disciplinary actions in collaboration with HR.
- Ensures and promotes the development of the team through coaching, training, and leadership development.
- Ensures a strong and robust communications process between the customer service team and across the division as needed by leading communications sessions and meetings with managers and ensuring the appropriate dissemination of communications to support staff.
- Implements initiatives including prompt corrective action plans for team members with below threshold performance.
- Ensures efficient and economical performance by operating year-end goals, and objectives.
- Reviews analysis of performance including productivity data for the team and makes the appropriate changes in strategies, goals, and objectives responding to current status and conditions.
- Ensures all employees receive the appropriate training and education, including ongoing compliance training.
- 5+years’ experience in a contact center environment with at least 1+year as a Team Leader
Language and skills
- A bilingual fluent English and Arabic speaker
- Strong communication and interpersonal skills
- Analytical and efficient
- Proficiency with Salesforce is preferred
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Job Detail
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Job IdJD1414354
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned