Customer Service Team Lead
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Key skills for this role
Role Overview
The Call Center Team Lead is a full-time, on-site role based in Riyadh.
The role supervises daily call center operations and supports service quality, efficiency, and customer satisfaction.
Key Skills for This Role
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Role Description
The Call Center Team Lead is a full-time, on-site role based in Riyadh.
The role supervises daily call center operations and supports service quality, efficiency, and customer satisfaction.
Responsibilities
- Supervise daily call center operations, monitor agent performance, and manage schedules.
- Ensure adherence to service standards and procedures.
- Guide and coach team members, provide feedback, and support training initiatives.
- Handle escalated customer inquiries.
- Track KPIs and prepare reports for management.
- Collaborate with other departments to resolve issues and improve customer satisfaction.
- Foster a positive, inclusive work environment and promote continuous process improvement.
Qualifications
- Strong communication and interpersonal skills for leading a diverse team and interacting with customers and stakeholders.
- Customer service and customer satisfaction skills.
- Analytical skills for interpreting performance data and recommending improvements.
- Experience in call center or contact center environments, preferably in a supervisory or team lead role.
- Ability to coach, mentor, and develop team members while managing performance fairly and transparently.
- Solid organizational and time-management skills in a fast-paced setting.
- Proficiency with call center systems, CRM tools, and basic reporting software.
- Fluency in Arabic; proficiency in English is highly beneficial.
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