Contact Center Team Leader at Tamkeen Technologies

Riyadh, Riyadh Region, Saudi Arabia -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

0.0

Posted On

06 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service, Performance Management, KPI Monitoring, Coaching, Training, Process Improvement, Conflict Resolution, Reporting, Communication, Problem-solving, Organizational Skills, Contact Center Operations

Industry

IT Services and IT Consulting

Description

Tamkeen Technologies is on the lookout for an experienced and motivated Contact Center Team Leader to oversee our contact center operations and lead a team of customer service representatives. In this role, you will be responsible for managing daily performance, ensuring high-quality customer service, and driving continuous improvement initiatives. Your leadership will foster a positive team culture while enhancing the customer experience through effective communication and problem-solving. Responsibilities Lead and supervise a team of customer service representatives in the contact center environment. Monitor and evaluate team performance against established KPIs and service standards. Provide coaching, feedback, and training to team members to enhance their skills and performance. Develop and implement strategies for process improvements and increased efficiency. Handle escalated customer issues and ensure that they are resolved promptly and effectively. Prepare performance reports and present findings to upper management, highlighting areas for improvement. Foster a positive and productive work environment that motivates team members to excel. Collaborate with other departments to ensure a seamless delivery of services to customers. Lead by example in providing exceptional customer service on all levels. Bachelor’s degree in Business Management, Communications, or a related field. 3-5 years of experience in a contact center environment, with at least 1-2 years in a leadership role. Strong understanding of contact center operations and performance metrics. Proven ability to lead and motivate a team in a fast-paced environment. Excellent communication, organizational, and problem-solving skills. Proficiency in contact center technologies and reporting tools. Ability to manage competing priorities and drive results. Must be a Saudi Passport holder.

Responsibilities

The Contact Center Team Leader will supervise customer service representatives, monitor performance against KPIs, and provide coaching to enhance team efficiency. They are also responsible for handling escalated customer issues and collaborating with other departments to ensure high-quality service delivery.