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.
