Guest Services Team Leader

Summary:Supervise a contact center team to deliver exceptional guest experiences across communication channels, and ensure team performance meets service, quality, and efficiency standards while fostering a positive and high-performing work environment aligned with organizational values.ResponsibilitiesLead, coach, and motivate the contact center team to achieve performance and quality targetsMonitor individual and team performance through defined KPIsConduct regular performance reviews and provide constructive feedback and development plansHandle complex or escalated issues to ensure timely and satisfactory resolutionSchedule and manage team shifts, breaks, and coverage to maintain operational efficiencyMaintain compliance with company policies, procedures, and service standardsCollaborate with internal departments to support performance improvement initiativesAnalyze operational data to identify trends, challenges, and opportunities for process enhancementFoster a team culture that emphasizes accountability, continuous improvement, and customer focusJob RequirementsBachelor’s degree in business administration, communications, or a related field preferredMinimum of 6 years of experience in a contact center environmentStrong verbal and written communication skills in both Arabic and English languagesStrong understanding of contact center operations, KPIs, and workforce management principlesProficiency in CRM systems and contact center platformsExcellent leadership, coaching, and communication skillsAbility to analyze performance data and make informed decisions to improve outcomes