Contact Center Lead

webook.com; Riyadh; On-site; SAR 100,000 - 170,000; Full time

Job summary

A leading event ticketing platform in Riyadh is seeking a Contact Center Supervisor to oversee day-to-day operations. The successful candidate will lead and mentor a team, resolve escalated customer issues, and ensure exceptional service delivery. A Bachelor's degree and 3–5 years of experience in a contact center are required. Strong leadership skills, excellent communication in English and Arabic, and adaptability in a fast-paced environment are key. This role offers the opportunity to make an impact in a vibrant industry.

Qualifications

• 3–5 years of experience in a contact center, including at least 1 year in a supervisory or team lead role.
• Strong leadership and coaching skills.
• High adaptability to fast-paced, dynamic environments.
• Excellent communication skills in English and Arabic (spoken and written).
• Customer-first attitude with strong problem-solving skills.
• High adaptability to fast-paced, dynamic environments.
• Strong knowledge of CRM systems, customer service tools, and Microsoft Office.
• Ability to work flexible hours, including weekends or holidays if needed.
• Passion for technology, events, experiences, and making people happy!

Responsibilities

• Supervise and manage day-to-day operations of the contact center team.
• Lead, mentor, train, and coach a team of agents.
• Handle escalated customer complaints and complex inquiries.
• Monitor team performance and quality standards.
• Analyze data reports on team performance and customer interactions.
• Coordinate with other departments to elevate feedback, resolve issues, and enhance customer satisfaction.
• Conduct regular performance reviews and provide feedback, coaching, and action plans for improvement.
• Ensure merchants, DMCs, and service providers receive full support by managing inquiries, feedback, and complaints efficiently.
• Handle scheduling, shift planning, and coverage to ensure smooth operations during business hours.
• Analyze data reports on team performance and customer interactions, propose improvements, and drive initiatives to boost efficiency.
• Maintain high morale, motivation, and engagement among the contact center team.

Skills

Leadership

Communication skills (English and Arabic)

Problem-solving

Adaptability

CRM systems knowledge

Microsoft Office proficiency

CRM knowledge

Education

Bachelor's degree

Tools

CRM systems

Microsoft Office

Job description

Do you want to love what you do at work? Do you want to make a difference, an impact, transform people's lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for, webook.com is Saudi's #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.

Key Responsibilities:

• Supervise and manage day-to-day operations of the contact center team (inbound, outbound, sales, support, and telemarketing).
• Lead, mentor, train, and coach a team of agents to deliver exceptional service and achieve KPIs.
• Handle escalated customer complaints and complex inquiries across all customer service channels (calls, WhatsApp, social media, email, live chat).
• Monitor team performance, quality standards, and customer interactions to ensure mastery-level service.
• Support and guide the team in booking, rescheduling, and canceling experience bookings and event ticket sales.
• Coordinate with other departments to elevate feedback, resolve issues, and enhance customer satisfaction.
• Conduct regular performance reviews and provide feedback, coaching, and action plans for improvement.
• Ensure merchants, DMCs, and service providers receive full support by managing inquiries, feedback, and complaints efficiently.
• Handle scheduling, shift planning, and coverage to ensure smooth operations during business hours.
• Analyze data reports on team performance and customer interactions, propose improvements, and drive initiatives to boost efficiency.
• Maintain high morale, motivation, and engagement among the contact center team.

Qualifications:

• Bachelor's degree.
• 3–5 years of experience in a contact center, including at least 1 year in a supervisory or team lead role.
• Strong leadership and coaching skills with the ability to drive a high-performance team.
• Excellent communication skills in English and Arabic (spoken and written).
• Customer-first attitude with strong problem-solving skills.
• High adaptability to fast-paced, dynamic environments.
• Strong knowledge of CRM systems, customer service tools, and Microsoft Office.
• Ability to work flexible hours, including weekends or holidays if needed.
• Passion for technology, events, experiences, and making people happy!