Call Center Team Leader

Our office in Al Khobar is looking for a Call Center Team Leader responsible for providing full leadership and direction to a Customer Service team that perform customer service activities. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.

Key Responsibilities:

• Team Leadership:
• Oversee daily operations and performance of the call center team.
• Conduct performance evaluations and coaching sessions.
• Customer Experience:
• Manage customer interactions across phone, webchat, and social media platforms.
• Resolve escalated issues and ensure customer satisfaction.
• Quality & Training:
• Design and implement quality assurance procedures.
• Develop and deliver training programs for new and existing staff.
• Reporting & Systems:
• Monitor KPIs and generate performance reports.
• Identify and implement IVR system enhancements.

Skills:

• Strong leadership and communication abilities.
• Proficiency in English and Arabic.
• Analytical mindset.

Qualification:

• BS in Business administration or a related field.
• 2–5 years of experience in a call center.