Customer Care Team Lead: Coach, Optimize & Delight

HungerStation | هنقرستيشن; Riyadh; On-site; SAR 180,000 - 240,000; Full time

Job summary

Hungerstation, part of the Delivery Hero Group, is seeking a contact center leader for Riyadh. The role focuses on managing agents and teams to ensure operations run smoothly, resolve customer compliments, and uphold company policy.

You will coach staff, monitor performance metrics, handle escalations, and collaborate with IT, HR, and Quality to improve processes and overall customer experience.

Qualifications

• 2-3 years of relevant experience.
• Bachelor Degree in a relevant field is required.
• Master’s degree in a relevant field is preferred.

Responsibilities

• Lead and supervise contact center agents and teams.
• Ensure operations run smoothly and meet policy.
• Monitor KPIs, manage escalations, and drive customer satisfaction.
• Provide coaching and development for team members.

Skills

Good communication

Education

Bachelor Degree in a relevant field

Master’s degree in a relevant field

Job description

Hungerstation, part of the Delivery Hero Group, is seeking a contact center leader for Riyadh. The role focuses on managing agents and teams to ensure operations run smoothly, resolve customer compliments, and uphold company policy.

You will coach staff, monitor performance metrics, handle escalations, and collaborate with IT, HR, and Quality to improve processes and overall customer experience.