Company Overview:
 Founded in 1950, Shaker Group is a leading provider of HVAC and home appliance solutions in Saudi Arabia. We serve over 600,000 customers annually with a strong focus on innovation, sustainability, and customer satisfaction.

Purpose:
The Team Leader role is to drive team performance, ensures service excellence, and maintains customer satisfaction through coaching, monitoring, and issue resolution.
Responsibilities:
•Monitor and evaluate employee performance to ensure alignment with departmental objectives and KPIs.
•Oversee and manage the dashboard to maintain operational efficiency and track key metrics to track performance and identify areas for improvement, ensuring optimal operational efficiency.
•Act as the primary point of contact for customers, ensuring exceptional service delivery and satisfaction to foster strong customer relationships and ensure top-tier service delivery, promoting customer loyalty.
•Ensure timely responses to customer inquiries in accordance with SLAs to maintain high client satisfaction to uphold service standards by addressing customer needs promptly, ensuring satisfaction and trust.
•Lead efforts to enhance team performance by identifying skill gaps and providing training and coaching to develop a skilled, high-performing team by addressing weaknesses and promoting continuous learning.
•Keep the team informed with necessary updates on announcements, policies, or process changes to esure clarity and consistency within the team, reducing confusion and improving workflow.
•Take proactive action during high-pressure situations to support the team and address challenges to maintain team morale and performance during stressful times, ensuring effective issue resolution.
•Handle escalations and make critical decisions to resolve issues and maintain service continuity to Swiftly address complex customer issues, ensuring service continuity and satisfaction.
•Conduct call monitoring and quality assurance to ensure compliance with service standards to ensure all team members adhere to quality standards and deliver a consistent, high-level customer experience.
•Adhere to all company policies and procedures while promoting high standards, ensuring consistency, quality, and a positive organizational culture.
Requirements:
•  Bachelor's degree in business administration, management, or a related field is typically required. 
•3-5 years of leadership or supervisory experience, ideally in a related industry.  
•Proven ability to manage teams and drive performance.   
•Skilled in handling customer interactions and resolving issues.  
•Strong communication and interpersonal skills.  
•Proficient in English and Microsoft Office.  
•Ability to analyze data and make data-driven decisions.   
•Strong problem-solving skills and adaptability.   
•Experience in training and team development.