Call Center Team Leader

ACE Gallagher Arabia Insurance Brokers; Al Khobar; On-site; SAR 65,000 - 90,000; Full time

Job summary

ACE Gallagher Arabia Insurance Brokers in Al Khobar is seeking a Call Center Team Leader to guide a Customer Service team and ensure quality and productivity. You will oversee daily operations, coach staff, and manage multichannel customer interactions across phone, webchat, and social media.

The role requires a BS in Business Administration and 2–5 years of call center experience, with strong English and Arabic skills and an analytical mindset.

Qualifications

• BS in Business Administration or related field.
• 2–5 years experience in a call center.
• Fluent in English and Arabic.
• Proven leadership experience.

Responsibilities

• Lead daily operations of the call center team.
• Conduct performance evaluations and coaching sessions.
• Manage customer interactions across phone, webchat, and social media platforms.
• Resolve escalated issues and ensure customer satisfaction.
• Design and implement quality assurance procedures.
• Develop and deliver training programs for new and existing staff.
• Monitor KPIs and generate performance reports.
• Identify and implement IVR system enhancements.

Skills

Leadership

Communication

Bilingual English/Arabic

Analytical mindset

Education

B.S. in Business Administration

Job description

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.