Operations Team Leader - Contact Center (KSA)

Tabby; Saudi Arabia; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Operations Team Leader to elevate customer service standards. In this pivotal role, you will inspire and coach a team, ensuring exceptional service delivery while driving operational excellence. You will oversee performance management, process improvements, and team engagement, helping to exceed service level agreements and optimize workflows. If you are a proactive problem solver with a passion for delivering excellence in a fast-paced environment, this is the perfect opportunity for you to make a significant impact and lead a world-class customer service team.

Qualifications

• 2+ years of experience in a contact center environment as a Team Manager.
• Strong verbal and written communication skills in English (B2+ level).
• Proven ability to manage escalations and handle demanding customer interactions.

Responsibilities

• Lead and mentor a high-performing customer service team.
• Monitor quality standards and drive performance improvement initiatives.
• Manage performance and disciplinary processes fairly and consistently.

Skills

Analytical mindset

Creative problem-solving

Customer service management

Coaching and leadership

People management

Flexibility to work onsite

Education

Bachelor's degree in a relevant field

Job description

Department: Customer Support Ops

Employment Type: Full Time

Location: KSA

Description

We are looking for a driven, analytical, and people-focused Operations Team Leader to take ownership of customer service operations and elevate performance standards. In this role, you will lead, coach, and inspire a team, ensuring exceptional service delivery while driving operational excellence.

As a key player in our leadership team, you will oversee performance management, process improvement, and team engagement, helping us exceed SLAs, optimize workflows, and deliver a superior customer experience. If you're a proactive problem solver who thrives in fast-paced environments, we want you on board.

Key Responsibilities

1. Lead, coach, and mentor a high-performing team, ensuring engagement, motivation, and accountability.
2. Facilitate regular performance meetings with supervisors, identifying areas for improvement and tracking progress.
3. Monitor and enforce quality standards, ensuring adherence to customer experience best practices.
4. Drive performance improvement initiatives, setting clear priorities and refining procedures to meet or exceed SLAs.
5. Ensure structured training and development plans for all team members, fostering continuous skill growth.
6. Optimize attendance and retention strategies, leveraging data-driven insights and team collaboration.
7. Manage performance and disciplinary processes with fairness and consistency, maintaining a results-driven culture.
8. Identify and mitigate operational risks, working closely with the Operations Manager to streamline processes.
9. Set the tone for a high-energy, customer-centric environment, ensuring the team delivers outstanding service and satisfaction.
10. Support the Head of Operations in executing business targets, driving a culture of excellence and continuous improvement.
11. Stay ahead of industry trends and regulatory updates, sharing relevant insights with the team to maintain compliance and service excellence.
12. Work with leadership to implement business efficiencies, optimizing workflows and enhancing productivity.
13. Deliver operations within agreed budgets, service levels, and business targets, ensuring sustainable growth.
14. Escalate complex issues to senior management with clear action plans and recommendations.

Skills, Knowledge and Expertise

Required:

1. Analytical and strategic mindset, with a passion for process improvement.
2. Creative problem-solving abilities, with a proactive approach to operational challenges.
3. Proven success in customer service management, with a track record of delivering exceptional results.
4. Bachelor's degree or higher in a relevant field.
5. Fluent English (B2+ level), with strong verbal and written communication skills.
6. Coaching and leadership experience, with a demonstrated ability to develop high-performing teams.
7. Minimum 2 years of experience in a contact center environment as a Team Manager.
8. Strong people management skills, with the ability to inspire, motivate, and drive accountability.
9. Proven ability to manage escalations and handle demanding customer interactions effectively.
10. High-energy, results-oriented mindset, with a passion for delivering excellence.
11. Flexibility to work onsite, adapting to dynamic operational needs.

Bonus Points for:

1. Experience in financial services, banking, insurance, or investment industries.
2. COPC knowledge, with a strong grasp of customer service frameworks.
3. Expertise in report development and data-driven decision-making.

Benefits

This is an opportunity to lead from the front, drive operational improvements, and build a world-class customer service team. If you thrive in high-growth, fast-paced environments and have the leadership skills to make an impact, we want to hear from you.