Call Center - Team Leader

ACE Gallagher Arabia Insurance Brokers; Al Khobar; On-site; SAR 149,000 - 188,000; Full time

Job summary

A leading insurance brokerage in Al Khobar is seeking a Call Center - Team Leader to oversee operations and improve customer satisfaction. The successful candidate will lead a team, manage customer interactions, and ensure quality service. A bachelor's degree and 2-5 years of call center experience are required. Proficiency in English and Arabic is essential.

Qualifications

• 2–5 years of experience in a call center.

Responsibilities

• Oversee daily operations and performance of the call center team.
• Manage customer interactions across phone, webchat, and social media platforms.
• Resolve escalated issues and ensure customer satisfaction.

Skills

Strong leadership and communication abilities

Proficiency in English and Arabic

Analytical mindset

Education

Bachelor's degree in business administration or a related field

Job description

Our office in Al Khobar is currently looking for a Call Center - Team Leader to maintain high levels of customer satisfaction by dealing with member/client enquiries in an effective and timely manner and to offer the highest possible level of service to all our clients thereby assisting in retaining existing business and improving our persistency levels by maintaining excellent productivity and accuracy.

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.

Qualifications

• Bachelor's degree in business administration or a related field.
• 2–5 years of experience in a call center.