Customer Service Team Leader – Call Center

About the role

We are looking for an experienced Customer Service Team Leader to manage a team of call centre agents in Al Madinah Al Munawwarah. 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, ensuring performance targets are met.
• Act as the primary escalation point for complex customer inquiries and complaints.
• Monitor team performance using call centre tools, track key metrics, and prepare management reports.
• Provide coaching, mentoring, and constructive feedback to enhance team performance.
• Conduct regular huddles, training sessions, and workshops to address skill gaps.
• Foster a positive, high‑performance culture focused on customer satisfaction.
• Optimize workflows and processes using data insights to improve efficiency and service quality.

Required profile

• Minimum of 2 years experience in a call centre or customer service environment.
• Leadership or supervisory experience preferred.
• Bilingual proficiency in Arabic and English (spoken and written).
• Strong communication, problem‑solving, and decision‑making abilities.

Required skills

• Proficiency with call centre systems and performance‑monitoring tools.
• Full knowledge of call centre Key Performance Indicators (KPIs).