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. webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.

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.