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.