Tamkeen Technologies
Contact Center Team Leader
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Job expiry date: 21/05/2026
Job overview
Date posted
06/04/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 15,000 - 20,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
21/05/2026
Job description
The Contact Center Team Leader at Tamkeen Technologies in Riyadh is responsible for overseeing daily operations of the contact center while managing a team of customer service representatives. This role focuses on ensuring high-quality service delivery, monitoring team performance against KPIs, and driving initiatives to continuously improve efficiency and customer satisfaction. The leader acts as a role model for the team, resolving escalated issues and fostering a positive, motivating work environment. Collaboration with cross-functional departments ensures seamless service delivery and alignment with organizational goals.
Required skills
Key responsibilities
- Lead, supervise, and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer service.
- Monitor and evaluate team performance against KPIs, service level agreements, and quality standards.
- Provide ongoing coaching, mentoring, and skills development to enhance team capabilities.
- Develop and implement process improvements to optimize contact center operations and efficiency.
- Handle escalated customer issues promptly, ensuring satisfactory resolution and adherence to company policies.
- Prepare detailed performance reports, analyze trends, and present insights to management to guide decision-making.
- Foster a positive team culture that encourages accountability, collaboration, and high performance.
- Collaborate with other departments to ensure coordinated support and smooth delivery of customer-facing services.
- Lead by example in providing professional, courteous, and effective customer service.
- Manage workload priorities and ensure resources are allocated effectively to meet operational demands.
Experience & skills
- Bachelor’s degree in Business Management, Communications, or a related field.
- 3–5 years of experience in a contact center environment, including at least 1–2 years in a supervisory or team leadership role.
- Strong understanding of contact center operations, performance metrics, and customer service best practices.
- Proven ability to lead, motivate, and manage teams in fast-paced and high-volume environments.
- Excellent communication, organizational, analytical, and problem-solving skills.
- Proficiency in contact center technologies, CRM systems, and reporting tools.
- Ability to manage multiple priorities and drive results under tight deadlines.
- Saudi Passport holder.