Customer Care Team Lead — Elevate Service & Team Performance

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

Job summary

Hungerstation in Riyadh is seeking an experienced Contact Center Manager to lead the agents and teams, ensuring smooth operations and high customer satisfaction. You will drive coaching, performance metrics, and process improvements while coordinating with IT, HR, and Quality to resolve issues.

The role requires 2–3 years of relevant experience and a Bachelor’s degree; Master’s degree is a plus. This position is based in Riyadh and offers a dynamic, target-driven environment within the Delivery

Qualifications

• 2–3 years of relevant experience.
• Excellent communication skills.
• Experience leading contact center teams is a plus.

Responsibilities

• Ensure customer delight by providing satisfactory responses to interactions.
• Monitor KPIs and performance targets for the team.
• Manage team communications via tickets, chats, and non-live cases.
• Coach and develop agents to improve performance and career growth.
• Identify under-performance and take corrective actions.
• Interface with IT/HR/Quality to resolve issues.
• Collate data and generate MIS reports.
• Handle escalations and ensure client satisfaction.
• Recruit and guide direct reports to meet policies.
• Maintain a high-performance environment and uphold company values.

Skills

Good communication skills

Leadership

Education

Bachelor Degree in a relevant field

Master’s degree in a relevant field

Job description

Hungerstation in Riyadh is seeking an experienced Contact Center Manager to lead the agents and teams, ensuring smooth operations and high customer satisfaction. You will drive coaching, performance metrics, and process improvements while coordinating with IT, HR, and Quality to resolve issues.

The role requires 2–3 years of relevant experience and a Bachelor’s degree; Master’s degree is a plus. This position is based in Riyadh and offers a dynamic, target-driven environment within the Delivery