Contact Center Team Leader

Contact Center Team Leader
Are you a natural leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments, love solving problems, and enjoy inspiring teams to perform at their best? If so, we want you to lead our Contact Center team!

At Boutiqaat, we’re dedicated to delivering outstanding service to our customers and we’re looking for a Contact Center Team Leader who can help elevate the customer journey even further.

What You’ll Be Doing:

As our Contact Center Team Leader, you’ll be the driving force behind a high-performing team that keeps our customers happy and supported. Your day will be filled with meaningful work, including:

• Oversee daily team operations to ensure smooth, efficient workflows.
• Coach, motivate, and empower agents to reach their full potential.
• Support performance management and help select top talent to join the team.
• Review existing systems and workflows then help us make them better!
• Implement procedures that support accuracy, consistency, and customer satisfaction.
• Monitor call quality and ensure high service standards across the team.
• Provide hands-on coaching to team members.
• Identify training needs and help drive development plans.
• Collaborate with HR to evaluate performance and support career growth.
• Handle escalated issues with professionalism and empathy.
• Provide solutions that enhance customer experience and build loyalty.
• Ensure orders, inquiries, and complaints are handled quickly and accurately.
• Create and manage team schedules to ensure full coverage.
• Keep your team updated on policies, procedures, and compliance requirements.
• Track and report performance metrics, sharing insights with leadership.

What You Bring to the Table:

• A bachelor’s degree in business management or a related field.
• 5–8 years of experience in customer service or a contact center.
• Strong communication skills in both English and Arabic.
• Confidence using Microsoft Office and comfort navigating various systems.
• Experience with call center software (a nice bonus!).
• The ability to stay calm under pressure, think fast, and multitask like a pro.
• Knowledge of Boutiqaat products or the enthusiasm to learn quickly!

Job Type: Full-time

Application Question(s):

• What is your expected monthly salary?

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service: 5 years (Preferred)