Contact Center Lead📣 Job Ad

About Webook and the Contact Center Lead Role

Webook (******** is recognized as Saudi Arabia's leading event ticketing and experience booking platform, distinguished by its technology, features, agility, and revenue. The platform supports significant mega events across the Kingdom and has achieved over 2 billion in sales. We are seeking a Contact Center Lead to join our team in Riyadh, Saudi Arabia. This full-time position requires 2-5 years of relevant experience.

Role Purpose

The Contact Center Lead is responsible for the daily operational management of the contact center team. This role focuses on ensuring the delivery of exceptional customer service, achieving key performance indicators, and fostering a high-performing team environment across all customer interaction channels.

Key Responsibilities

• Supervise and manage the day-to-day operations of the contact center team, encompassing inbound, outbound, sales, support, and telemarketing activities.
• Lead, mentor, train, and coach a team of agents to deliver exceptional service and achieve established Key Performance Indicators (KPIs).
• Handle escalated customer complaints and complex inquiries across all customer service channels, including calls, WhatsApp, social media, email, and live chat.
• Monitor team performance, quality standards, and customer interactions to ensure mastery-level service delivery.
• Support and guide the team in processes related to booking, rescheduling, and canceling experience bookings and event ticket sales.
• Coordinate with other departments to escalate feedback, resolve issues, and enhance overall customer satisfaction.
• Conduct regular performance reviews, providing constructive feedback, coaching, and developing action plans for improvement.
• Ensure comprehensive support for merchants, DMCs, and service providers by efficiently managing their inquiries, feedback, and complaints.
• Manage scheduling, shift planning, and coverage to ensure continuous smooth operations during business hours.
• Analyze data reports on team performance and customer interactions, proposing improvements and driving initiatives to boost efficiency.
• Maintain high morale, motivation, and engagement within the contact center team.

Required Qualifications and Experience

• A minimum of 2 to 5 years of experience in contact center operations or a similar customer service leadership role.
• Demonstrated ability to lead, train, and motivate a team to achieve performance targets.
• Strong problem-solving skills and experience in handling escalated customer issues across multiple channels.
• Proficiency in analyzing performance data and implementing operational improvements.
• Excellent communication and interpersonal skills.

Work Environment and Location

This is a full-time position located in Riyadh, Riyadh Province, Saudi Arabia.

Application Information

Candidates who meet the specified qualifications are encouraged to apply for this role.