Tamkeen Technologies is on the lookout for an experienced and motivated
Contact Center Team Leader to oversee our contact center operations and lead a team of customer service representatives. In this role, you will be responsible for managing daily performance, ensuring high-quality customer service, and driving continuous improvement initiatives. Your leadership will foster a positive team culture while enhancing the customer experience through effective communication and problem-solving.
Responsibilities
- Lead and supervise a team of customer service representatives in the contact center environment
- Monitor and evaluate team performance against established KPIs and service standards
- Provide coaching, feedback, and training to team members to enhance their skills and performance
- Develop and implement strategies for process improvements and increased efficiency
- Handle escalated customer issues and ensure that they are resolved promptly and effectively
- Prepare performance reports and present findings to upper management, highlighting areas for improvement
- Foster a positive and productive work environment that motivates team members to excel
- Collaborate with other departments to ensure a seamless delivery of services to customers
- Lead by example in providing exceptional customer service on all levels
Requirements
- Bachelor's degree in Business Management, Communications, or a related field
- 3-5 years of experience in a contact center environment, with at least 1-2 years in a leadership role
- Strong understanding of contact center operations and performance metrics
- Proven ability to lead and motivate a team in a fast-paced environment
- Excellent communication, organizational, and problem-solving skills
- Proficiency in contact center technologies and reporting tools
- Ability to manage competing priorities and drive results
- Must be a Saudi Passport holder
