Operations Team Leader

Concentrix; Riyadh Region; On-site; SAR 60,000 - 80,000; Full time

Job summary

A global customer engagement company in the Riyadh Region is seeking a qualified Operations Team Leader to oversee call center operations. The successful candidate will be responsible for supervising a team, ensuring performance metrics are met, and coaching team members to drive results. This mid-senior level position requires strong communication skills and the ability to work under pressure in a full-time capacity. A flexible schedule is necessary to adapt to business needs.

Qualifications

• Two to four years of relevant experience preferred.
• Ability to lead and mentor a team effectively.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day activities of call center associates.
• Ensure performance metrics are achieved.
• Provide coaching and training to team members.

Skills

Coaching

Communication skills

Motivation

Multi-tasking

Prioritization

Education

Associate's degree

Job description

Overview

Join to apply for the Operations Team Leader- Riyadh role at Concentrix

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

Qualifications

• 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.

Disclaimer

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.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Industries
• IT Services and IT Consulting