Customer Service Team Leader (Jeddah-Makkah)
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Key skills for this role
About the Role
2P Perfect Presentation is seeking an experienced Call Center Team Leader to supervise a team of agents, handle escalations, coach team members, and drive performance improvements.
Key Skills for This Role
Responsibilities
- Supervise and support a team of call center agents, ensuring they meet performance targets
- Act as primary escalation point for complex customer inquiries and complaints
- Monitor team performance using call center tools and prepare reports for management
- Provide coaching, mentoring, and constructive feedback to enhance team performance
- Conduct regular team huddles, training sessions, and workshops
- Foster a positive and high performance culture focused on customer satisfaction
- Optimize workflows and processes using data insights to improve efficiency and service quality
Requirements
- Minimum of 2 years of experience in a call center or customer service environment
- Leadership or supervisory responsibilities preferred
- Proficiency in call center systems and tools for performance monitoring, reporting, and analytics
- Full knowledge of Call Center Key Performance Indicators (KPIs)
- Bilingual proficiency in Arabic and English (spoken and written)
- Excellent communication, leadership, and problem solving skills
- Ability to analyze data and metrics to drive decision making
Full Job Posting
Role Overview
- We are seeking an experienced Call Center Team Leader to supervise and guide a team of call center agents.
- This role involves handling escalations, coaching team members, and driving continuous improvement.
Key Responsibilities
- Supervise and support a team of call center agents, ensuring they meet performance targets and deliver excellent customer experiences.
- Act as the primary escalation point for complex customer inquiries and complaints.
- Monitor team performance using call center tools, track key metrics, and prepare reports for management review.
- Provide coaching, mentoring, and constructive feedback to enhance team performance and professional development.
- Conduct regular team huddles, training sessions, and workshops to address skill gaps.
- Foster a positive and high performance culture focused on customer satisfaction and continuous improvement.
- Optimize workflows and processes using data insights to improve efficiency and service quality.
Requirements
- Minimum of 2 years of experience in a call center or customer service environment, with leadership or supervisory responsibilities preferred.
- Proficiency in call center systems and tools for performance monitoring, reporting, and analytics.
- Full knowledge of Call Center Key Performance Indicators (KPIs).
- Bilingual proficiency in Arabic and English (spoken and written).
- Excellent communication, leadership, and problem solving skills.
- Ability to analyze data and metrics to drive decision making and performance improvements.
- Experience in delivering performance evaluations and coaching team members effectively.
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