Contact Center Lead

webook.com; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading travel and events company is seeking a Contact Center Team Leader to supervise operations in Riyadh. The ideal candidate will have a Bachelor's degree, 3-5 years of contact center experience, and strong leadership skills. Responsibilities include team management, handling escalated customer inquiries, and ensuring exceptional service delivery. This full-time role requires excellent communication skills in English and Arabic, adaptability to a dynamic environment, and proficiency in CRM tools.

Qualifications

• 3-5 years of experience in a contact center, with at least 1 year in a supervisory role.
• Strong leadership and coaching skills to drive team performance.
• Excellent communication skills in both English and Arabic.

Responsibilities

• Supervise day-to-day operations of the contact center team.
• Lead and mentor the team to achieve KPIs.
• Handle customer complaints and inquiries across all channels.

Skills

Leadership

Coaching

Communication in English

Communication in Arabic

Problem-solving

CRM Systems Knowledge

Adaptability

Education

Bachelor's degree

Tools

Microsoft Office

Job description

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 expedite 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

Requirements

• 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!

Seniority level

• Associate

Employment type

• Full‑time

Job function

• Customer Service

Industries

• IT Services and IT Consulting