• AGMC is looking for a skilled CRM Supervisor to manage their call centre operations, ensuring a motivated team and high-quality customer service. The role involves overseeing inbound and outbound call centres, developing and coaching staff, managing CRM platforms, and analyzing call volumes. The ideal candidate will have a strong background in CRM management, preferably in the automotive industry, with excellent communication and leadership skills.

Responsibilities:

• Set up and manage the call centre, including staff recruitment and training.

• Monitor team performance, including attitude, behavior, punctuality, and productivity.

• Ensure high levels of customer satisfaction and retention through superior service.

• Handle customer complaints and ensure corrective actions are taken.

• Collaborate with Sales, Parts, Finance, and New Car Sales departments.

• Provide reports and presentations to senior management.

• Develop and implement policies and procedures.

• Analyze call volume and recommend staffing or process changes when needed.

• Manage call centre operations to meet department goals.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Information Technology, or related field.

• 4–6 years of experience in CRM management, preferably in the automotive industry.

• Proven experience managing CRM platforms.

• Strong analytical skills with proficiency in Excel, Power BI, or CRM analytics tools.

• Fluent in English (Arabic is a plus).

• UAE experience preferred; valid UAE driving license is a plus.