# Contact Center Lead

**Company:** [webook.com](http://jobs.workable.com/companies/nFoiJbMb2YRXRa8nUPpzGY.md)
**Location:** Riyadh, Saudi Arabia
**Workplace:** on site
**Employment type:** Full-time
**Department:** Marketing & Customer Care

[Apply for this job](http://jobs.workable.com/view/d935aafc-69fa-4c6d-982e-f08a22a01f44)

## Description

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for ,[webook.com](http://webook.com/) is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.

### Key Responsibilities:

-   Supervise and manage day-to-day operations of the contact center team (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 all customer service channels (calls, WhatsApp, social media, email, live chat).
-   Monitor team performance, quality standards, and customer interactions to ensure mastery-level service.
-   Support and guide the team in booking, rescheduling, and canceling experience bookings and event ticket sales.
-   Coordinate with other departments to escalate feedback, resolve issues, and enhance customer satisfaction.
-   Conduct regular performance reviews and provide feedback, coaching, and action plans for improvement.
-   Ensure merchants, DMCs, and service providers receive full support by managing inquiries, feedback, and complaints efficiently.
-   Handle scheduling, shift planning, and coverage to ensure smooth operations during business hours.
-   Analyze data reports on team performance and customer interactions, propose improvements, and drive initiatives to boost efficiency.
-   Maintain high morale, motivation, and engagement among the contact center team.

## Requirements

-   Bachelor's degree.
-   3–5 years of experience in a contact center, including at least 1 year in a supervisory or team lead role.
-   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.
-   Ability to work flexible hours, including weekends or holidays if needed.
-   Passion for technology, events, experiences, and making people happy!