Location: Amman, Jordan

Employment Type: Full-time

Company: CsMena

About Us:

CsMena is a leading BPO service provider committed to delivering exceptional customer service experiences. We are expanding our team and seeking a skilled Customer Service Team Leader to join our growing operations in Riyadh.

Job Summary:

The Customer Service Team Leader will oversee a team of Customer Service Representatives, ensuring high-quality service delivery, efficient operations, and team performance in a dynamic environment.

Key Responsibilities:

• Manage and mentor a team of customer service representatives to achieve performance goals.
• Monitor daily operations, including call metrics, service levels, and customer satisfaction.
• Provide coaching and development to team members to enhance skills and performance.
• Handle escalated customer issues and ensure swift resolution.
• Implement and optimize processes for efficiency and service quality.
• Prepare and present performance reports to management.

Qualifications:

• Minimum 4 years of experience in customer service, with at least 2 years in a supervisory or team leader role.
• Strong leadership and communication skills.
• Experience in a BPO or call center environment is preferred.
• Proficiency in CRM and WFM tools.
• Ability to work in a fast-paced environment and manage multiple priorities.
• English proficiency is required; Arabic is a plus.