Contact Center Lead

Webook

Posted 30+ days ago

|The job is old & position might be filled

Experience

1 - 3 Years

Job Location

Riyadh - Saudi Arabia

Education

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Key Responsibilities:

  • Supervise and manage day-to-day operations of the contact center team (inbound, outbound, sales, support, and telemarketing).
  • Lead, mentor, train, and coach a team of agents to deliver exceptional service and achieve KPIs.
  • Handle escalated customer complaints and complex inquiries across all customer service channels (calls, WhatsApp, social media, email, live chat).
  • Monitor team performance, quality standards, and customer interactions to ensure mastery-level service.
  • Support and guide the team in booking, rescheduling, and canceling experience bookings and event ticket sales.
  • Coordinate with other departments to escalate feedback, resolve issues, and enhance customer satisfaction.
  • Conduct regular performance reviews and provide feedback, coaching, and action plans for improvement.
  • Ensure merchants, DMCs, and service providers receive full support by managing inquiries, feedback, and complaints efficiently.
  • Handle scheduling, shift planning, and coverage to ensure smooth operations during business hours.
  • Analyze data reports on team performance and customer interactions, propose improvements, and drive initiatives to boost efficiency.
  • Maintain high morale, motivation, and engagement among the contact center team.

Desired Candidate Profile

  • Bachelor's degree.
  • 3 5 years of experience in a contact center, including at least 1 year in a supervisory or team lead role.
  • Strong leadership and coaching skills with the ability to drive a high-performance team.
  • Excellent communication skills in English and Arabic (spoken and written).
  • Customer-first attitude with strong problem-solving skills.
  • High adaptability to fast-paced, dynamic environments.
  • Strong knowledge of CRM systems, customer service tools, and Microsoft Office.
  • Ability to work flexible hours, including weekends or holidays if needed.
  • Passion for technology, events, experiences, and making people happy!

Company Industry

  • IT - Software Services

Department / Functional Area

  • Administration

Keywords

  • Contact Center Lead

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

Webook

https://apply.workable.com/supertech-group/j/A223A58986/

Similar Jobs

Customer Complaint Support

Contact Centre Manager

Confidential Company

  • 8 - 15 Years
  • Dubai - United Arab Emirates (UAE)

Call Center Agent

View All