CS Shift Leader

Keeta; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading company in Riyadh seeks a Customer Service Shift Leader to oversee agents during shifts, ensuring compliance with service standards. The role involves coaching, operational monitoring, and collaboration with teams to enhance performance in a fast-paced environment. Ideal candidates will have over 3 years of experience and strong problem-solving abilities.

Qualifications

• Over 3 years of customer service experience.
• Excellent problem analysis and resolution skills.
• Strong teamwork spirit with management skills.

Responsibilities

• Monitor customer service agents during shifts.
• Provide guidance and respond to urgent service needs.
• Coach team members and monitor outsourced vendors.

Skills

Problem analysis

Crisis response

Team management

Job description

1. Monitor customer service agents during rotating shifts at the call center.
2. Provide business guidance and standard processes to agents.
3. Act as the point of contact and respond quickly to service needs during shifts when urgent cases occur.
4. Identify operational or process issues with agents and propose improvement solutions.
5. Monitor operational queues actively and assign resources to ensure SLA compliance.
6. Coach team members and provide feedback to improve performance.
7. Collaborate with and monitor outsourced vendors to drive performance.
8. Responsibilities and task allocations are subject to change based on business needs. This role offers opportunities to optimize operations and collaborate across departments, enhancing problem-solving from multiple perspectives. The department's rapid development stage presents both opportunities and challenges.

Desired Candidate Profile

1. Over 3 years of customer service experience in a relevant industry.
2. Excellent problem analysis and resolution skills, including crisis response and handling.
3. Strong teamwork spirit with excellent team-building and management skills.
4. Foresight, service insight, and professional dedication.

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