Contact Center Team Leader
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About the Role
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.
Key Skills for This Role
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Overview
- 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.
Requirements
- 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.
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