Customer Service Team Leader

Role Overview

We are looking for a seasoned call center supervisor to lead a team of customer service agents in Al Madinah Al Munawwarah. The position focuses on keeping service standards high, supporting daily operations, resolving escalations, and strengthening team performance through coaching and training.

Key Responsibilities

• Oversee a group of call center agents and help them consistently achieve service and productivity targets while delivering a strong customer experience.
• Serve as the main contact for difficult customer issues and complaints, ensuring they are handled promptly and resolved satisfactorily.
• Use call center platforms to track team output, review important performance metrics, and share reports with management.
• Guide team members through coaching, mentoring, and practical feedback to improve both performance and professional growth.
• Run regular team check-ins, learning sessions, and workshops to close skill gaps and communicate changes in procedures or policies.
• Promote a motivated, performance-driven environment centered on customer satisfaction and ongoing improvement.
• Analyze operational data to refine workflows and processes, improving efficiency and service quality.

Requirements

• At least 2 years of experience in a call center or customer service setting, ideally with prior supervisory or team leadership exposure.
• Hands-on ability to work with call center systems for monitoring performance, producing reports, and analyzing data.
• Strong understanding of core call center KPIs and how they affect team results.
• Fluent bilingual communication in Arabic and English, both spoken and written.
• Strong leadership, communication, and problem-solving abilities.
• Capability to interpret data and metrics to support decisions and improve performance.
• Experience in conducting performance reviews and coaching staff effectively.

Additional Information

This is a full-time onsite role based in Al Madinah, Saudi Arabia.