Team Leader - Customer Experience

About the role

The Team Leader for the Contact Centre will oversee real‑time operational performance across all customer service channels, ensuring service levels, customer experience, and business continuity objectives are consistently met.

Key responsibilities

• Monitor and manage real‑time performance across contact channels, driving adherence to SLAs and productivity targets.
• Lead incident management, business continuity, and service recovery activities, providing executive updates on risks and escalations.
• Coordinate with Operations, Workforce Management, IT, Digital, Product and Support teams to resolve critical issues and support major business events.
• Maintain command centre dashboards, reporting, analytics and governance processes.
• Drive continuous improvement, automation and process optimisation to enhance customer experience and operational efficiency.

Required profile

• Bachelor’s degree in Business Administration, Operations Management, Information Systems or a related field.
• 5–7 years of experience in Contact Centre Operations, Command Centre, Workforce Management or Real‑Time Management, with proven incident‑management experience.

Required skills

• Genesys Cloud / Genesys Engage platforms.
• Workforce Management tools such as NICE IEX, Verint or Aspect.
• Excel and Power BI for reporting and trend analysis.
• ACD, IVR and queue‑management systems.
• Fluent English (written and spoken); Arabic proficiency is an advantage.