Contact Center Team Leader

About This 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. 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