Contact Center Lead

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 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!