Customer Service Team Leader – Riyadh

About the role

The Customer Service Team Leader will oversee the supervisors and frontline agents of Nestlé Waters KSA’s Almanhal Water Factory contact centre in Riyadh. The role ensures service excellence across voice, live‑chat, email, WhatsApp and social media channels, driving operational efficiency and a consistent, high‑quality consumer experience.

Key responsibilities

• Lead, coach and develop Customer Service Supervisors and their teams, conducting performance reviews and ensuring accountability.
• Plan workforce, manage shift coverage and optimise resource allocation to meet demand peaks.
• Oversee daily operations of all contact channels, monitor KPIs, and ensure SLA compliance.
• Handle complex escalations, including delivery failures, billing disputes, product quality issues and VIP cases.
• Support the full subscription lifecycle (renewals, cancellations, upgrades) in collaboration with logistics and warehouse teams.
• Analyse performance dashboards, track CSAT, NPS, FCR, AHT and other metrics, and present insights to management.
• Ensure adherence to SOPs, drive quality improvement initiatives and partner with QA and Training to close skill gaps.
• Collaborate with Logistics, E‑commerce, CRM, Marketing, Finance and Billing functions to resolve cross‑functional issues.

Required profile

• Proven experience leading customer service or contact‑center teams.
• Strong people‑management and coaching capabilities.
• Ability to manage multi‑channel operations and maintain KPI performance.
• Experience handling escalations and driving service recovery.
• Excellent communication and stakeholder‑management skills.

Required skills