Contact Center Lead

Super Experience for Information Technology; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading tech event platform in Saudi Arabia is seeking an experienced Contact Center Manager to oversee day-to-day operations, lead a team of agents, and ensure exceptional customer service. The ideal candidate will have strong leadership and communication skills, with experience in managing customer inquiries across multiple channels. This role involves performance management, data analysis, and optimizing team efficiency to elevate customer satisfaction. Join a dynamic team passionate about making a difference.

Qualifications

• Proven experience in managing contact center operations.
• Strong leadership skills with the ability to coach and mentor.
• Excellent communication skills across various platforms.

Responsibilities

• Supervise and manage day-to-day contact center operations.
• Lead and mentor the contact center team to achieve KPIs.
• Handle escalated customer complaints effectively.

Skills

Team leadership

Customer service excellence

Data analysis

Conflict resolution

Job description

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples 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.

• 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.