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. Show more Show less

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.