Contact Center Lead

Responsibilities

• Supervise and manage day-to-day operations of the contact center team including inbound, outbound, sales, support, and telemarketing
• Lead, mentor, train, and coach a team of agents to deliver exceptional service and achieve KPIs
• Handle escalated customer complaints and complex inquiries across calls, WhatsApp, social media, email, and live chat
• Monitor team performance, quality standards, and customer interactions
• Support the team in booking, rescheduling, and canceling experience bookings and event ticket sales
• Coordinate with other departments to escalate feedback and enhance customer satisfaction
• Conduct regular performance reviews and provide coaching and action plans
• Ensure merchants, DMCs, and service providers receive efficient support
• Manage scheduling, shift planning, and coverage
• Analyze data reports on team performance and propose efficiency improvements

Requirements

• Bachelor's degree
• 3–5 years of experience in a contact center
• At least 1 year in a supervisory or team lead role
• Strong leadership and coaching skills
• Excellent communication skills in English and Arabic (spoken and written)
• Customer-first attitude and strong problem-solving skills
• High adaptability to fast-paced environments
• Strong knowledge of CRM systems, customer service tools, and Microsoft Office
• Ability to work flexible hours, including weekends or holidays

About the Company

webook.com is Saudi's #1 event ticketing and experience booking platform, serving some of the largest mega events in the Kingdom.