Customer Service Team Leader

About the role

We are looking for an experienced Customer Service Team Leader to manage a group of call centre agents in Jeddah and Makkah. The role focuses on delivering high‑quality customer experiences, handling escalations, and driving continuous improvement through coaching and data‑driven insights.

Key responsibilities

• Supervise and support a team of call centre agents to meet performance targets and ensure excellent customer service.
• Act as the primary escalation point for complex inquiries and complaints, providing timely resolutions.
• Monitor team performance using call centre tools, track key metrics, and prepare regular reports for management.
• Provide coaching, mentoring and constructive feedback to develop team members.
• Conduct regular huddles, training sessions and workshops to address skill gaps and communicate updates.
• Promote a positive, high‑performance culture focused on customer satisfaction and continuous improvement.
• Analyze workflow data to optimise processes and improve service quality.

Required profile

• Minimum 2 years of experience in a call centre or customer service environment, preferably with supervisory responsibilities.
• Bilingual proficiency in Arabic and English, both spoken and written.
• Strong communication, leadership and problem‑solving abilities.
• Ability to analyse data and metrics to inform decisions and drive performance.
• Experience delivering performance evaluations and effective coaching.

Required skills

• Proficiency with call centre systems and tools.
• Experience in performance monitoring, reporting and analytics tools.
• Full knowledge of call centre Key Performance Indicators (KPIs).