AF25788 - Call Center Supervisor | Hertz

Department: Hertz
Country: United Arab Emirates
Location: Dubai | UAE
Closing Date: 23-Feb-2017
Al-Futtaim

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.

Automotive

Al-Futtaim is regarded as a pioneer in the region’s automotive industry. The company imported the first consignment of Toyota vehicles to the UAE and established Al-Futtaim Motors in 1955.

Al-Futtaim represents 44 automotive brands across 16 countries and encompasses every aspect of the business:

  • Passenger and commercial vehicles sales
  • Manufacturing agricultural vehicles
  • Construction equipment sales and service
  • Used car sales
  • Rental and leasing

Hertz

Hertz is the worldwide market leader in car rental and leasing. It has been in operation since 1918. With over 7,000 locations in more than 150 countries Hertz manages over 700,000 vehicles around the world. The Hertz UAE franchise started in 1993 and has grown into an operation that is the top car rental and leasing company in the UAE. Hertz has the largest purpose built rental facility in the Middle East, the largest airport counter in Dubai and the youngest fleet in the market. The company continues to strengthen its position in the market by consistently introducing innovative and customer focused services, as well as regularly training its staff at all levels.

About the Position:

As a Call center Supervisor you will  ensure a high level of customer satisfaction and enhancing of the brand image to meet and exceed set standards. To constantly drive improvement in the Associate and Customer engagement levels. To ensure compliance with business procedures and documentation so that every customer transaction is accurately accounted. To ensure exploitation of sales opportunities at the rental location and Call Centre and thereby maximising of rental revenue.

Your key responsibilities will be but not be limited to:

  • Ensure that the Call Centre achieve an Abandoned Rate of 4% or less and Average RinginTime of 9 seconds or less. Ensure a call quality score of 85% or above.
  • Develop objectives for the call centres’ day-to-day activities
  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collecting and analysing call-centre statistics (sales rates, costs, customer service etc.)
  • Create solutions that affect the service, efficiency, and productivity within the department, focused on the principle theme of supporting our two contact centres (sales & customer service)
  • Maximise sales opportunities by driving agents based on both inbound and out bound sales calls. Drive marketing initiatives through the call centre.

About You:

Minimum Qualifications and Knowledge    : Graduate and Management Diploma/ Degree

                                                        

 

Minimum Experience   : 3 years’ experience leading a Call Centre team including customer service, sales, people management, workflow management, forecasting.

 

                                                                        

                                                                          

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.