Contact Center Team Leader Full Time NEW

Company Description

CsMena, established in 2018, specializes in communication management services and solutions in Jordan. The company provides high-quality outsourcing services, including business process and call center outsourcing, using advanced communication channels such as email, chat, phone, web, and social media. Serving clients across the Middle East, Europe, and GCC, CsMena prides itself on establishing strong partnerships with businesses of all sizes in industries like e-commerce, healthcare, telecommunications, and hospitality. With a multilingual and professional workforce, CsMena is committed to exceeding client expectations and adheres to internationally recognized service and security standards like COPC® 2000, ISO® 9001, and ISO® 27001.

Role Description

This is a full-time, on-site position located in Riyadh,Saudi Arabia for the role of Contact Center Team Leader. The Team Leader will oversee and manage daily contact center operations, ensuring team productivity and high-quality customer service. Responsibilities include monitoring and providing feedback to team members, achieving performance targets, addressing customer inquiries, resolving issues, and maintaining customer satisfaction. Additionally, the role involves developing training plans, analyzing team performance, and collaborating with stakeholders to develop solutions and improve services.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field
• Minimum 5 years of experience in Customer Service.
• Minimum 2 years of proven experience in a Team Leader or supervisory role.
• Strong coaching and people development skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and make sound decisions with business awareness.
• Customer-focused mindset with a strong understanding of customer needs.
• Professional, approachable, and collaborative team player.