Food Delivery Call Center Lead — Customer Experience

Premium Food Company Ltd.; Jeddah; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading food service company in Jeddah is looking for a Call Center Manager to oversee all aspects of call center operations, ensuring high customer satisfaction and efficient order handling. The ideal candidate will lead a team, manage escalations, and improve service quality. Requires a Bachelor's degree, 2–4 years of call center leadership experience, and familiarity with aggregator platforms and call center software. The position offers growth opportunities in a fast-paced environment.

Qualifications

• Minimum 2–4 years of experience in a call center leadership role.
• Experience in food delivery, F&B, aggregator, or e-commerce.
• Experience managing teams of agents in a fast-paced environment.

Responsibilities

• Manage the daily operations of the call center including inbound/outbound calls.
• Supervise call center agents and conduct training.
• Handle escalated issues and monitor complaint trends.

Skills

Excellent communication and customer handling skills

Strong leadership and team motivation

Problem-solving and crisis management

Time management and multi-tasking

Analytical and reporting skills

Education

Bachelor’s Degree in Business, Communications, Hospitality, or related field

Tools

Freshdesk

Zendesk

Avaya

Foodics

Otter

GrubTech

Job description

A leading food service company in Jeddah is looking for a Call Center Manager to oversee all aspects of call center operations, ensuring high customer satisfaction and efficient order handling. The ideal candidate will lead a team, manage escalations, and improve service quality. Requires a Bachelor's degree, 2–4 years of call center leadership experience, and familiarity with aggregator platforms and call center software. The position offers growth opportunities in a fast-paced environment.