Customer Service Team Leader – Jeddah/Makkah

About the role

We are looking for an experienced Customer Service Team Leader to manage a group of call centre agents in the Jeddah‑Makkah region. The role focuses on maintaining high performance, ensuring operational efficiency and delivering outstanding customer experiences.

Key responsibilities

• Supervise and support a team of call centre agents to meet performance targets and provide excellent service.
• Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely resolution.
• Monitor team performance using call centre tools, track key metrics and prepare 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.
• Optimize workflows and processes using data insights to improve efficiency and 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 (spoken and written).
• Strong communication, leadership and problem‑solving abilities.
• Ability to analyse data and metrics to drive decisions and performance improvements.
• Experience delivering performance evaluations and effective coaching.

Required skills