Team Leader

Concentrix Corporation; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

A customer service solutions provider in Riyadh seeks a Team Leader for operations role to supervise call center associates. Responsibilities include coaching team members to meet performance metrics, monitoring attendance, and handling escalated calls. The ideal candidate has an Associate's degree and two to four years of relevant experience, strong communication skills, and the ability to lead a team under pressure. This is a full-time position.

Qualifications

• Two to four years of relevant experience preferred.
• Work well under pressure and follow through on items.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates and monitor work attendance.
• Coach direct reports regularly to meet performance metrics.
• Handle escalated customer calls as needed.

Skills

Coaching skills

Strong communication skills

Ability to lead and mentor

Multi-tasking

Education

Associate's degree in related field

Job description

Team Leader

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

Arabic (Required), English (Required)

Time Type

Full time

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