Job description

Contact Center Team Leader role at Tamkeen Technologies in Riyadh, Saudi Arabia, responsible for overseeing contact center operations and leading a team of customer service representatives to ensure high-quality customer service delivery and continuous operational improvement. The role involves managing daily performance of the contact center team, monitoring and evaluating performance against established KPIs and service standards, and ensuring consistent achievement of customer service objectives. The position requires providing coaching, feedback, and training to team members to enhance skills, performance, and service quality while fostering a positive and productive team environment. Responsibilities include handling escalated customer issues and ensuring prompt and effective resolution, preparing performance reports for upper management, and identifying improvement areas based on operational data and service outcomes. The role involves developing and implementing process improvement strategies to increase efficiency, collaborating with internal departments to ensure seamless service delivery, and leading by example in delivering exceptional customer service. The position requires strong understanding of contact center operations, performance metrics, reporting tools, and customer service technologies, along with the ability to manage competing priorities in a fast-paced operational environment while maintaining service excellence and team motivation.