وصف الوظيفة
Role Overview
Contact Center Lead at webook.com, Saudi Arabia's #1 event ticketing and experience booking platform by technology, features, agility, and revenue. The platform serves some of the largest mega events in the Kingdom and has surpassed over 2 billion in sales.
Role Purpose
Supervise and lead the contact center team to deliver exceptional service across all channels, manage day-to-day operations, mentor agents to achieve KPIs, handle complex escalations, and drive continuous improvement in customer satisfaction and team performance.
Key Responsibilities
Operations & Team Management
- Supervise and manage day-to-day operations of the contact center team across inbound, outbound, sales, support, and telemarketing functions.
- Handle scheduling, shift planning, and coverage to ensure smooth operations during business hours.
- Maintain high morale, motivation, and engagement among the contact center team.
Leadership & Development
- Lead, mentor, train, and coach a team of agents to deliver exceptional service and achieve KPIs.
- Conduct regular performance reviews and provide feedback, coaching, and action plans for improvement.
Quality & Performance Monitoring
- Monitor team performance, quality standards, and customer interactions to ensure mastery-level service.
- Analyze data reports on team performance and customer interactions, propose improvements, and drive initiatives to boost efficiency.
Customer Service & Escalations
- Handle escalated customer complaints and complex inquiries across all customer service channels including calls, WhatsApp, social media, email, and live chat.
- Support and guide the team in booking, rescheduling, and canceling experience bookings and event ticket sales.
Stakeholder Management
- Ensure merchants, DMCs, and service providers receive full support by managing inquiries, feedback, and complaints efficiently.
- Coordinate with other departments to escalate feedback, resolve issues, and enhance customer satisfaction.
Qualifications & Experience
- Bachelor's degree.
- 3–5 years of experience in a contact center, including at least 1 year in a supervisory or team lead role.
Skills & Competencies
- Strong leadership and coaching skills with the ability to drive a high-performance team.
- Excellent communication skills in English and Arabic, spoken and written.
- Customer-first attitude with strong problem-solving skills.
- High adaptability to fast-paced, dynamic environments.
- Strong knowledge of CRM systems, customer service tools, and Microsoft Office.
- Passion for technology, events, experiences, and making people happy.
Additional Information
- Ability to work flexible hours, including weekends or holidays if needed.
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