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Contact Center Leadership Role

3 weeks ago

Riyad Al Khabra, Saudi Arabia Tabby Full time

**Job Summary:**

We are seeking an experienced Contact Center Leadership Role candidate to lead our customer service operations team at Tabby. The successful candidate will have a strong track record of delivering exceptional results, with a proven ability to develop high-performing teams and drive operational excellence.

About the Role:

  • Lead and coach a high-performing team to deliver outstanding customer service and achieve business targets.
  • Develop and implement performance management strategies, process improvements, and team engagement initiatives.
  • Oversee quality standards, ensure adherence to customer experience best practices, and drive performance improvement initiatives.
  • Collaborate with the Operations Manager to streamline processes, mitigate operational risks, and optimize workflows.
  • Manage attendance and retention strategies, leveraging data-driven insights and team collaboration.
  • Support the Head of Operations in executing business targets, driving a culture of excellence, and continuous improvement.

Requirements:

  • A proven track record of delivering exceptional results in customer service management, with a strong analytical and strategic mindset.
  • Creative problem-solving abilities, with a proactive approach to operational challenges.
  • Bachelor's degree or higher in a relevant field, with fluent English (B2+ level) and 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.