Team Leader

Concentrix Corporation; Saudi Arabia; On-site; SAR 25,000 - 40,000; Full time

Job summary

A leading company in Riyadh is seeking a Team Leader, Operations to oversee call center associates. The role includes daily supervision, coaching to meet performance metrics, and ensuring customer service quality. Candidates should have relevant experience and hold KSA citizenship, demonstrating strong communication and leadership skills.

Qualifications

• 2-4 years of relevant experience managing teams.
• Ability to work under pressure and meet deadlines.
• Must hold KSA citizenship.

Responsibilities

• Supervise daily activities of call center associates.
• Coach team members and provide performance feedback.
• Handle escalated customer calls and manage team performance.

Skills

Coaching

Communication

Mentoring

Multitasking

Problem-solving

Education

Associate's degree in a related field

Job description

Job Title:

Team Leader

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 coaching, motivation, and accountability.

• Supervise daily activities of call center associates, including monitoring work and attendance according to company policy and legal requirements.
• Coach team members regularly to meet performance metrics, aiming for at least weekly feedback.
• Identify performance issues, develop improvement plans, and implement corrective actions, including termination if necessary.
• Ensure customer service meets contractual KPIs and financial expectations.
• Communicate expectations clearly and provide updates to team members.
• Handle escalated customer calls as needed, providing subject matter expertise.
• Conduct team meetings to communicate relevant information and gather input; organize team activities.
• Stay informed on internal policies and procedures; participate in management training.
• Promote company values through behavior and attitude, advocating for team members.

Candidate Profile

• Associate's degree in a related field preferred, with 2-4 years of relevant experience.
• Motivated individual skilled in coaching and developing team members.
• Ability to work under pressure and follow through on tasks.
• Strong written and verbal communication skills.
• Experience leading teams, multitasking, prioritizing, and meeting deadlines for at least two years.
• Ability to mentor, coach, and direct employees.
• Willing to work flexible hours.
• Must hold KSA citizenship.

Career Level Description

Receives task-oriented assignments, supervises subordinates, and coordinates daily activities. Makes decisions guided by policies and business plans, with oversight from management. Drives team to meet metrics through coaching and feedback. Handles escalated issues. Supervises non-exempt employees performing related tasks.

• Manage employment status, transfers, promotions, and regularizations of call center associates.
• Exercise judgment and discretion in personnel management, including addressing misconduct and policy violations.
• Implement management policies and stay current on internal processes and policies.
• Support and collaborate with other Team Leaders and Managers.
• Participate in hiring, training, performance appraisal, and development of team members.
• Regularly review team performance and conduct performance appraisals.
• The role is a managerial position entrusted with responsibility and trust.

Disclaimer

The above statements describe the general nature and level of work and are not exhaustive of all responsibilities, duties, or skills required.

Concentrix is an equal opportunity employer, evaluating applicants without regard to race, color, religion, gender, or other protected characteristics.

Location: SAU Riyadh Sulaiman Al Hamdan Street, Sulaimaniya, Riyadh 11551, PO Box 42589

Language Requirements:

Time Type:

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