Job Requisition ID: 152424
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
Overview of the role
Responsible for engaging and managing change with designated field users as part of the FWM deployment
What you will do
Develop duty sheets and other daily reporting as required by the business
• Works with the Analyst, Workforce Management to provide real-time information on contact center.
• Addresses recurring problems by recommending improved work processes, policies, or procedures.
• Schedules all transaction based work.
• Creates, maintains, and distributes current, historical and custom key performance reports on daily, weekly and/or monthly basis to ensure that facility leadership is equipped with the data necessary to make assessments of the staffing, training and contact center performance.
• Communicates effectively with individuals/teams in the contact center to ensure high quality and timely customer experience
• Updating all employees requests such as leaves, bank account update, and data maintenance in SAP system.
• Create cases in the CRM system.
• Assign all cases to the HRSS team.
Required skills to be successful
• HR Background
• Customer Service Skills
• Good organizational and communication skills, plus knowledge of talent management programs functions.
• Experience in a unionized work environment.
What equips you for the role
• Proficient in Access Microsoft Office.
• English Language
• Problem Solving
• Work under pressure
We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.
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