Operations Team Leader- Riyadh

Concentrix SAS Company; Riyadh; On-site; SAR 67,000 - 100,000; Full time

Job summary

Concentrix is seeking an Operations Team Leader in Riyadh to supervise a group of call center associates and drive KPI performance. You will coach, motivate, and hold team members accountable to deliver quality customer service.

Candidates should have an Associate's degree and 2–4 years of related experience, with strong communication and leadership skills and a flexible schedule.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong communication, coaching, and leadership abilities.
• Ability to lead a team, manage performance and meet KPIs.

Responsibilities

• Supervise day-to-day activities of a group of call center associates.
• Coach direct reports regularly to achieve performance metrics.
• Identify performance issues and develop action plans for improvement.
• Ensure service levels and KPIs meet contractual and financial goals.
• Communicate expectations and provide timely updates to staff.
• Provide subject matter expertise for escalated calls when needed.
• Conduct team meetings to share information and gather input.
• Schedule and organize team activities.
• Stay updated on internal processes, policies, and procedures.

Skills

Coaching

Performance management

Team leadership

Multi-tasking

Communication skills

Mentoring

Education

Associate's degree in related field

Job description

Job Title: Operations Team Leader- Riyadh

Job Description: The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

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, 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 expedient communication of relevant information and as 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 multi-tasking, 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 tasks 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 line of business.
• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
• Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
• Typically does not spend more than 20% of time performing the work supervised.
• Handles escalated issues.
• Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Location

SAU Riyadh Sulaiman Al Hamdan Street, Sulaimaniya, Riyadh 11551, POBox 42589

Language Requirements

English (Required)

Time Type

Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

EEO Statement

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.