Contact Center Lead

1 week ago

Riyadh, Saudi Arabia Supertech Group Full time

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

**Key Responsibilities**:

- Supervise and manage day-to-day operations of the contact center team (inbound, outbound, sales, support, and telemarketing).
- Lead, mentor, train, and coach a team of agents to deliver exceptional service and achieve KPIs.
- Monitor team performance, quality standards, and customer interactions to ensure mastery-level service.
- Support and guide the team in booking, rescheduling, and canceling experience bookings and event ticket sales.
- Coordinate with other departments to escalate feedback, resolve issues, and enhance customer satisfaction.
- Conduct regular performance reviews and provide feedback, coaching, and action plans for improvement.
- Ensure merchants, DMCs, and service providers receive full support by managing inquiries, feedback, and complaints efficiently.
- Handle scheduling, shift planning, and coverage to ensure smooth operations during business hours.
- Analyze data reports on team performance and customer interactions, propose improvements, and drive initiatives to boost efficiency.
- Maintain high morale, motivation, and engagement among the contact center team.

**Requirements**:

- Bachelor's degree.
- 3-5 years of experience in a contact center, including at least 1 year in a supervisory or team lead role.
- Strong leadership and coaching skills with the ability to drive a high-performance team.
- Excellent communication skills in English and Arabic (spoken and written).
- Customer-first attitude with strong problem-solving skills.
- High adaptability to fast-paced, dynamic environments.
- Strong knowledge of CRM systems, customer service tools, and Microsoft Office.
- Ability to work flexible hours, including weekends or holidays if needed.
- Passion for technology, events, experiences, and making people happy

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