Call Center Team Lead
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Key skills for this role
Role Overview
Full-time, on-site Call Center Team Lead role based in Riyadh.
Supervise daily call center operations and maintain service standards and procedures.
Lead a positive, inclusive environment focused on continuous improvement and customer satisfaction.
Key Skills for This Role
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Role Description
Full-time, on-site Call Center Team Lead role based in Riyadh.
Supervise daily call center operations and maintain service standards and procedures.
Lead a positive, inclusive environment focused on continuous improvement and customer satisfaction.
Core Responsibilities
- Monitor agent performance, manage schedules, and ensure adherence to service standards.
- Guide and coach team members, provide regular feedback, and support training initiatives.
- Handle escalated customer inquiries and collaborate with departments to resolve issues.
- Track key performance indicators and prepare reports for management.
- Improve call center quality, efficiency, processes, and service delivery.
Qualifications
- Experience in call center or contact center environments, preferably in a supervisory or team lead role.
- Strong communication, interpersonal, customer service, and customer satisfaction skills.
- Analytical skills for interpreting performance data and recommending improvements.
- Ability to coach, mentor, and develop team members while managing performance fairly.
- Organizational and time-management skills for handling multiple priorities in a fast-paced setting.
- Proficiency with call center systems, CRM tools, and basic reporting software.
- Fluency in Arabic; English proficiency is highly beneficial.
- Diploma or bachelor's degree in Business, Management, or a related field.
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