Team Leader - Contact Center

Boutiqaat; Hawally; On-site; KWD 15,000 - 30,000; Full time

Job summary

A leading retail company in Kuwait is seeking a Contact Center Team Leader to manage daily operations of the customer service team. This role involves coaching agents, resolving escalated issues, and ensuring high service standards. The ideal candidate will have 5–8 years of experience in customer service, strong leadership skills, and proficiency in both English and Arabic. Join a dynamic team to inspire excellence and enhance customer satisfaction.

Qualifications

• 5–8 years of experience in customer service or a contact center.
• At least 2 years in a supervisory role.
• Strong verbal, written, and listening skills in both English and Arabic.

Responsibilities

• Oversee daily operations of the customer service team.
• Manage performance and motivate agents.
• Resolve escalated customer inquiries and complaints.

Skills

Leadership

Customer service

Multitasking

Problem-solving

Time management

Education

Bachelor’s degree in Business Management or related field

Tools

Microsoft Office Suite

Job description

Overview

We are seeking a Contact Center Team Leader to oversee the daily operations of our customer service team. In this role, you’ll manage a group of agents, provide coaching and guidance, resolve escalated issues, and ensure that service standards are consistently exceeded. You’ll play a pivotal role in creating an environment where customer satisfaction and operational efficiency go hand in hand. If you have a passion for leadership and delivering exceptional customer experiences, this role offers the perfect platform to make an impact.

What You’ll Be Doing

Team Supervision and Leadership

• Lead the day-to-day operations of the contact center team, ensuring tasks are completed on time and to a high standard.
• Monitor team performance, provide constructive feedback, and motivate agents to achieve excellence.
• Resolve customer escalations and complex issues, ensuring a professional and positive outcome.
• Recruit, train, and develop new team members to build a strong, capable workforce.

Operational Efficiency and Process Improvement

• Review current workflows and suggest improvements to enhance efficiency.
• Develop and implement standard operating procedures for consistent service delivery.
• Identify and eliminate barriers to accuracy, productivity, and quality.
• Monitor calls to ensure compliance with service standards and procedures.

Training and Development

• Provide coaching and mentoring to team members to improve skills and performance.
• Facilitate additional training sessions to enhance productivity and service quality.
• Conduct performance evaluations and collaborate with HR to develop tailored growth plans.

Customer Service Excellence

• Respond to escalated customer inquiries and complaints in a timely manner.
• Ensure customer orders, deliveries, and service issues are followed up and resolved promptly.
• Proactively identify customer needs and recommend solutions to improve satisfaction.

Scheduling and Administration

• Manage team schedules to ensure adequate coverage and minimize wait times.
• Communicate updates on company policies, compliance requirements, and procedures to the team.
• Prepare reports on performance metrics and provide insights for leadership.

What You Bring to the Table

• Bachelor’s degree in Business Management or related field.
• 5–8 years of experience in customer service or a contact center, with at least 2 years in a supervisory role.
• Strong verbal, written, and listening skills in both English and Arabic.
• Proficiency in Microsoft Office Suite; knowledge of call center systems is a plus.
• Ability to handle stressful situations and resolve customer issues professionally.
• Strong multitasking, problem-solving, and time management skills.

Why Join Us

This role is about more than managing a team; it’s about inspiring people, building customer trust, and driving operational excellence. You’ll lead a motivated group of agents and play a direct role in shaping the customer journey.

Ready to Lead with Impact

Apply now and bring your leadership, customer service expertise, and passion for results to a team that values excellence.