Customer Care Team Leader

About the role

The Customer Care Team Leader will oversee the contact centre agents in Riyadh, ensuring smooth daily operations and high‑quality customer interactions. The role focuses on managing complaints, enhancing customer satisfaction, and driving performance against targets.

Key responsibilities

• Lead a team handling ticketing, chat, non‑live cases and outbound voice contacts across multiple services.
• Monitor and improve key performance indicators and customer delight metrics.
• Identify performance gaps, implement corrective actions, and provide hands‑on coaching.
• Ensure timely resolution of complaints by interfacing with relevant work centres and tracking closure.
• Generate MIS reports, collate data and drive continuous process improvements.
• Conduct regular quality checks by listening to live and historical interactions.
• Coordinate with IT, HR, Training and Quality departments for seamless operations.

Required profile

• 2‑3 years of relevant experience in a contact‑centre or customer‑service environment.
• Strong communication skills.
• Bachelor’s degree in a relevant field (required); Master’s degree (preferred).