Summary
webook.com is an event ticketing and experience-booking platform based in Riyadh. The Contact Center Lead supervises inbound, outbound, sales and support operations, coaches agents, handles escalated customer issues, and monitors service quality and KPIs. The role also involves shift planning, supporting booking changes and ticket sales, coordinating with other departments and service providers, and analyzing performance reports. Applicants need a bachelor's degree, 3–5 years of contact center experience including at least one year in a supervisory or team lead role, Arabic and English communication skills, and knowledge of CRM systems and Microsoft Office.
The posting
As published on webook.com. Pulled from the employer's site and shown as they wrote it.
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!