Customer Service Team Leader – BPO | Riyadh, Saudi Arabia

📍 Location

Riyadh – Al Rabwah, Saudi Arabia

🗂 Job Category

• Customer Service & Support
• Human Resources (HR) & Recruitment
• Operations & Supply Chain
• Administration & Office Support
• Business Development
• Remote / Work-from-Home Opportunities (if applicable)
• Others / Miscellaneous

🧾 Job Overview

CsMena, a leading BPO and call center services provider, is seeking a Customer Service Team Leader to oversee and guide a high-performing team of customer service agents. This role plays a pivotal part in ensuring exceptional customer experience, operational efficiency, and service quality within a dynamic BPO environment.

The position offers extensive exposure to leadership in customer service operations, including team coaching, KPI management, and process improvement initiatives. The role is ideal for professionals who aspire to develop their managerial skills and grow into senior leadership positions within the BPO or customer service sector.

Candidates will benefit from structured professional development, coaching on performance management, and opportunities to enhance expertise in client relations, call center operations, and customer satisfaction strategies.

🛠 Key Responsibilities

• Lead, supervise, and motivate a team of customer service agents to meet and exceed performance targets.
• Monitor daily operations and ensure adherence to service quality standards.
• Provide coaching, mentoring, and continuous feedback to enhance team performance.
• Handle escalated customer issues professionally and ensure timely resolution.
• Track and analyze KPIs, productivity, and service metrics to identify areas for improvement.
• Conduct performance evaluations and support employee development plans.
• Ensure compliance with company policies, procedures, and quality standards.
• Collaborate with management to implement process improvements and customer satisfaction strategies.
• Foster a positive work environment that promotes teamwork, engagement, and high morale.

🎓 Requirements & Qualifications

• Minimum 2 years of experience in a Team Leader or supervisory role.
• 5–10 years of experience in customer service operations.
• Bachelor’s degree or equivalent professional experience.
• Excellent English communication skills (spoken and written). Arabic is a plus.
• Proven experience in a BPO or call center environment.
• Strong coaching, mentoring, and people development skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Ability to work independently, make informed decisions, and demonstrate strong business awareness.
• Customer-focused mindset with a solid understanding of client needs and expectations.
• Full availability for 24/7 rotational shifts, including weekends and public holidays.

💼 Salary, Benefits & Career Growth

Average Market Salary (Estimated): SAR 7,000 – 10,000 per month (based on BPO Customer Service Team Leader roles in Riyadh, Saudi Arabia, mid-level experience).

Compensation & Benefits:

• Monthly salary with performance-based incentives (if applicable).
• Professional development opportunities, including coaching and leadership training.
• Career progression into senior management or regional operations roles.
• Exposure to BPO operational excellence, customer experience management, and team leadership.
• Support for skills development, certifications, and internal promotions.

📝 Application Process

🔗 Official Application Process: Apply only through the official HR email provided.

📧 HR Email for Application:
📩 Send your updated CV directly to:

Referred by: Rashid Naseem – Recrenza