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Customer Service Team Leader

4 weeks ago

Riyad Al Khabra, Saudi Arabia Tabby Full time

Operations Team Leader - Contact Center - Saudi National

Department: Customer Support Ops

Employment Type: Full Time

Location: KSA

Compensation: ر.س9,000 / month

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

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

Required:
  • Analytical and strategic mindset, with a passion for process improvement.
  • Creative problem-solving abilities, with a proactive approach to operational challenges.
  • Proven success in customer service management, with a track record of delivering exceptional results.
  • Bachelor's degree or higher in a relevant field.
  • Fluent English (B2+ level), with strong verbal and written communication skills.
  • Coaching and leadership experience, with a demonstrated ability to develop high-performing teams.
  • Minimum 2 years of experience in a contact center environment as a Team Manager.
  • Strong people management skills, with the ability to inspire, motivate, and drive accountability.
  • Proven ability to manage escalations and handle demanding customer interactions effectively.
  • High-energy, results-oriented mindset, with a passion for delivering excellence.
  • Flexibility to work onsite, adapting to dynamic operational needs.
Bonus Points for:
  • Experience in financial services, banking, insurance, or investment industries.
  • COPC knowledge, with a strong grasp of customer service frameworks.
  • 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.
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