Operations Team Leader- Riyadh

Concentrix Corporation; Riyadh; On-site; SAR 50,000 - 70,000; Full time

Job summary

Concentrix Corporation is seeking a skilled supervisor for our call center in the Riyadh Region of Saudi Arabia. You will oversee daily operations, manage team performance, and ensure service quality meets contractual agreements.

Ideal candidates will have an associate’s degree and relevant experience, with strong communication skills and the ability to handle pressure effectively. This role offers opportunities for career growth and development within the organization.

Qualifications

• Two to four years of relevant experience in a supervisory role preferred.
• Ability to lead team in meeting performance expectations.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day‑to‑day activities of call center associates.
• Coach team members on performance metrics weekly.
• Ensure compliance with Key Performance Indicators (KPIs).

Skills

Team coaching

Communication skills

Multitasking

Pressure handling

Education

Associate’s degree in related field

Job description

Essential Functions Core Responsibilities

• Responsible for the day‑to‑day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
• Identify performance related issues, develop an action plan for improvement, and implement corrective action up to and including termination of employment.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject‑matter expertise in handling escalated customer calls as needed.
• Conduct team meetings to ensure expedited communication of relevant information and an open forum for input.
• Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures.
• Attend required manager development training.
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.

Candidate Profile

• Associate’s degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong communication skills, both written and verbal.
• Ability to lead team in multitasking, prioritization, and meeting timelines on deliverable.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Career Level Description

Receives assignments in task‑oriented terms and supervises subordinates to set priorities and complete assignments.

Coordinates and supervises the daily activities of business or technical support or production team members.

In charge of handling single and medium‑sized lines of business. Decisions are guided by policies, procedures and business plan, receiving guidance and oversight from manager.

Drives direct reports to achieve set metrics and business goals through coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised.

Handles escalated issues and supervises non‑exempt employees who generally perform either a single task or multiple but closely related tasks.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel working within this job title.