Call Center Team Lead

About Jeeny :

Jeeny is a leading ride-hailing platform that strives to revolutionize daily commuting and transportation. Our app connects users with their preferred modes of transportation, making mobility accessible, convenient, and affordable for all.

We are a joint venture between MEIG (Middle East Internet Group), Rocket Internet, and IMENA. Since our inception, we have grown exponentially and currently operate in Saudi Arabia and Jordan.

At Jeeny, we value innovation, teamwork, and a passion for delivering exceptional user experiences. Join us in our mission to transform the transportation landscape.

About the Role :

We are looking for a Call Center Team Lead to manage and guide a team of customer service agents while maintaining high standards of performance, service quality, and team morale. This role focuses primarily on daily operations, coaching, and performance management, while also requiring basic involvement in quality assurance processes to support continuous improvement efforts.

The ideal candidate should be performance-driven, detail-oriented, and capable of identifying both individual and team-level development needs through regular performance and quality reviews.

Job Responsibilities :

• Lead, coach, and motivate a team of call center agents to meet and exceed KPIs and quality targets.
• Manage shift schedules, ticket assignments, and agent utilization based on priority, complexity, and skill set.
• Ensure adherence to SLAs, SOPs, and company policies.
• Act as the first point of escalation for complex customer issues and support agents in handling critical cases.
• Collaborate with cross-functional teams (Product, Ops, Tech) to resolve recurring issues and improve support processes.
• Provide daily and weekly performance reports and insights to CS leadership on team metrics, challenges, and achievements.
• Foster a positive, supportive, and collaborative team environment, encouraging open communication, team spirit, and strong working relationships among agents and with leadership.
• Promote a culture of respect, motivation, and accountability to maintain high morale and engagement across the team.
• Conduct regular performance reviews, 1 : 1 coaching sessions, and real-time feedback to improve service standards.
• Monitor key metrics such as AHT, CSAT, FRT , SLA occupancy, and productivity to identify trends or under performance and suggest improvement actions along with Ops customer service manager.
• Participate in basic quality assurance activities, such as reviewing QA scorecards, understanding evaluation criteria, and aligning coaching efforts with quality gaps along with quality team.
• Coordinate with the QA and training teams to ensure agents are aligned with service expectations and product knowledge.
• Help identify recurring quality issues and contribute to improvement initiatives with support with quality team.
• Support calibration efforts to ensure fair and consistent evaluations across the team.

Requirements

Benefits

What We Offer :

Company Culture

Jeeny is an equal opportunity employer. We are committed to providing a workplace where all aspects of employment are solely based on merit. We value diversity and absolutely do not discriminate in any form based on race, color, ethnicity, nationality, religion, gender, age, or mental or physical disability.