AF25336 - Contact Centre Lead | eCommerce | Retail | Dubai

Department: E-Commerce
Country: United Arab Emirates
Location: Dubai | UAE
Closing Date: 19-Jan-2017

Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates.

Al-Futtaim employs in excess of 44,000 people, operates through more than 200 companies and represents more than 225 international brands across industries as diverse as retail and wholesale trading, distribution, real estate development, leisure and hospitality, insurance and financial services. The group has significantly expanded its business operations in recent years through a strategic acquisition plan and has entered a number of new territories, increasing its footprint beyond the GCC and Greater Middle East to encompass Africa, South East and North Asia, Australasia, East Africa and Europe.

Entrepreneurship and rigorous customer focus has enabled Al-Futtaim to grow its business by responding to the changing needs of the customers and societies in which it operates. Al-Futtaim is committed to offering customers an unrivalled choice of the world’s best brands with exceptional standards of customer service and after sales support.

Structured into four operational divisions; automotive, financial services, real estate and retail, Al-Futtaim maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. This benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work.

The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.


The foundation of Al-Futtaim’s retail network was established in the early 1990s with the launch of the internationally renowned and popular IKEA, Marks & Spencer, Toys R Us and ACE franchises in the UAE.

Representing some of the world’s most popular international brands, Al-Futtaim’s retail network extends throughout the UAE, GCC and North Africa and has a significant presence in Singapore and Malaysia following the acquisition of The Robinson Group in 2008.

In 2012, Al-Futtaim acquired a shareholding in Royal Sporting House, which is active in distribution, direct retail stores and shop-in-shops. The Singapore-based fashion, sports and lifestyle retail giant has 600 stores and many additional points of sale are spread around the world with over 399 in South East Asia, over 74 in the Middle East and over 126 in the South Pacific region.

  • 837 stores in 18 countries
  • Occupies 5.6 million sq. ft. of retail space
  • 13,000 employees
  • Serves 30 million customers each year
About Business:


About the Job:

We are currently looking to recruit a Team Leader - Contact Center for eCommerce

The purpose of this role is to supervise Al-Futtaim eCommerce Contact Center and deliver the agreed service levels to both the internal and external customers with a very high level of focus on providing a delightful experience to the internal and external customers as per the Al-Futtaim Way.

The duties will include the following:

  • To achieve the standards as per the Service Level Agreement in receiving voice calls, web enquiries.
  • To achieve the monthly sales target sourced through web, telephone and social media.
  • To achieve the monthly purchase target through prospecting, as well as sourced through web, telephone and social media.
  • To ensure that post sales / service calls to measure customer satisfaction are done to all the customers.
Skills and Experience:

To apply for this role you should have the following  qualifications, experience and skills:


  • Minimum Qualifications and Knowledge: Graduation and extensive local market knowledge in Retail.
  • Minimum Experience: Minimum 2 years of experience in managing a team of tele agents with a proven record of high performance. 
  • Job-Specific Skills:  Proven Mentoring and Leadership Skills to Identify & groom talent, to motivate the lead the team to a very high level of consistent level of high performance, High Analytical and organization skills ,Excellent verbal and written communication skills in English and Arabic. 
  • Behavioural Competencies: Ability to train and manage a team of Agents and motivate them to deliver consistent high performance, Emotional Maturity to handle and satisfy internal and external customers, Sensitivity to work and excel in a multicultural work environment . Ability to remain focussed on the set monthly targets and to be self-driven to achieve and excel them.


Note: you will be required to attach the following: 1. Resume/CV
Al-Futtaim offers highly engaging and supportive work environments in a culture that values, recognises and rewards quality performance.