People management and support in terms of employee performance Documentation / conflict management.  Manage and handle a team of 75-80 Customer Service executives and achieve KPIs for Qualitative Quantitative targets. (Sales & Operations)  Periodically conduct one on one coaching/appreciation session with each team member and provide positive or constructive feedback.  Initiate and follow up on Performance Improvements Plan of team members and provide effective coaching and guidance during PIP.  To keep abreast with the latest information w.r.t the products, policies, and Procedures for effective customer Handling.  To provide feedback to the Management on issues and challenges w.r.t the job and suggest solutions.  To perform other duties / special tasks as assigned by Floor Management. Upselling &BTL Promotions.  Handle escalations with resolution and necessary follow-ups & facilitate Floor Management for smooth floor Operations.  Ensure Self and Team participation in Team meetings, Daily Clinics, CTP and other learning forums.  Ensure team is aware of company’s policies & procedures and code of conduct  Get hands on experience of every New Promotion and Service.  Effectively plan and Update leaves in HITS/WFMS within the defined time.  Provide Feedback to Team members based on calls evaluated by QA.  Recreational activities for Team &Recommendation for Awards/Call of Fame.  Conduct Appraisals on basis of team performance/constant check of adherence and Floor conduct.

Define the process and procedures of call center & Service Team with SLA.  Research required information using available resources  Monitoring Agents through sales process. Train and guide them if required.  Allocation of jobs to the call center Team and services to Mobile van to keep operations Smooth & Clear. To ensure, Customer services officers are documenting all calls with regards to customer inquiries accurately.  To ensure Follow up from staff on initial contacts by telephone/Email/Chat to solicit sales for products and Services. Responsible to Provide after service all to customers to understand their experience and document that accordingly for future business directions.  Respond the inquires and reported problems and bring these problems in to satisfactory conclusion  Liaise with General Manger to understand monthly customer inquiries and sales targets and provide feedback on actual sales  Keep abreast of market pricing on weekly basis update the General Manager of Price variance from determined list Prices.  Provide Backup support to other team members as and when required by the reporting Manager

Establishes and monitor the distribution channels to reach merchandise to all sales points timely safe and Systematic / Hassle free manner.  Communicated all levels of Management in areas of Planning, purchasing, Stock’s replenishment.  Perform a Quarterly Comparison between listed vendors and provide General Manager with best recommendations.  Ensuring company policies are followed. Maintaining stores to standards, including stocking and cleaning. (Tyres, Batteries, Oil, Equipment’s, Workshop Tools, Diagnostic Devices, Automotive Spare Parts, office Stationery, Grocery, Cleaning Materials,)  Purchasing of Machines & Equipment's, spare parts, special tools, consumables as per demand of all retail branches through various vendors and ensure to get best prices and services.  Keep Track of Quality, Quantity, Stock levels, Delivery times, Transport costs and efficiency.  Clearly communicates store and company objectives so both management and employees are well informed. Taking disciplinary action and Compliance when necessary  Registration, Maintenance, passing, cancellation, Salik, branding, management, and Tracking of all drivers including mobile vans and staff vans, process rosters for mobile vans and staff vans  Monitor system and ensure valid data in the system (Sales force & VAST).  Preparing Monthly Drivers Performance Report and review performance twice monthly to check efficiency and Effectiveness.

Establish and prioritize department Policies, Processes, and Procedures into discrete tasks with clear accountabilities. (Financial & Non-Financial)  Setting and Managing the daily schedules and calendars of Company Executives.  Responsible for performance management, providing timely feedback and coaching when required.  Ensure the delivery of service support services to a high standard. Identifying opportunities that will continuously improve all aspects of ZAFCO Retail operations  To be responsible for all external contractors in the building daily, Cleaning, Maintenance, Catering, Building Maintenance and Pest Control ensuring all SLA’s and KPI’s are maintained.  Assisting the Customer Service department with office moves and other general adhoc projects. Responsible to prepare Annual Admin Budget and complete all tasks as per Budget. CAPEX & OPEX.  Assist with the local management of Environmental matters to ensure targets are met such as recycling targets and any issues are resolved.  Carry out the building fire drills and ensure a maintained fire marshal system, organize Fire safety training with staff in line with legislation.  Manage the efficient maintenance of Personnel systems and records for all staff within the Department, such as Leave planning, Sickness, Industrial injury, Promotion, Performance feedback, Disciplinary action, Appreciations and Mabrouk’s, Attendance exception reporting, Performance exception reporting, Employee contract renewal, Employees insurance, Interviewing, Screening, Recruitment, and Appointment, Health & Safety, EOSB etc.  Monthly Bills Payment related to "DEWA, ADDC, NFPC, ENOC, Waste Management, DCD, DULSCO. Oasis water services.  To ensure that Procedures are adhered to in relation to all purchase requisitions and invoices within Facilities. Ensure signage on site appropriate and current at all times.