Customer Service Team Leader (Al Al Munawwarah)📣 Job Ad

About the Role

2P Perfect Presentation is seeking an experienced Customer Service Team Leader to join our team in Medina. This full-time position requires a professional with 2-5 years of experience in customer service leadership to guide and develop a team of call center agents, ensuring operational efficiency and high standards of customer interaction.

Role Overview

The Customer Service Team Leader will be responsible for supervising a team of call center agents, focusing on performance, operational effectiveness, and delivering excellent customer service. This role involves managing escalations, providing coaching, and driving continuous improvement through performance monitoring and training initiatives.

Key Responsibilities

• Supervise and support call center agents to meet performance targets and deliver high-quality customer experiences.
• Serve as the primary point of contact for complex customer inquiries and complaints, ensuring timely and effective resolution.
• Monitor team performance using call center tools, track key metrics, and generate reports for management.
• Provide coaching, mentoring, and constructive feedback to enhance team performance and professional growth.
• Conduct regular team meetings, training sessions, and workshops to address skill gaps and communicate updates.
• Promote a positive team culture focused on customer satisfaction and continuous improvement.
• Optimize workflows and processes based on data analysis to improve efficiency and service quality.

Qualifications and Experience

• A minimum of 2 years of experience in a call center or customer service environment.
• Previous leadership or supervisory responsibilities are preferred.
• Proficiency in call center systems and tools for performance monitoring, reporting, and analytics.
• Comprehensive understanding of Call Center Key Performance Indicators (KPIs).
• Bilingual proficiency in both spoken and written Arabic and English.
• Ability to analyze data and metrics to inform decision-making and drive performance improvements.
• Experience in conducting performance evaluations and effectively coaching team members.

Required Skills

• Excellent communication skills.
• Strong leadership capabilities.
• Effective problem-solving abilities.

Work Environment

This is a full-time position based in Medina. The role involves working within a team environment focused on customer service excellence.