Operations Team Leader- Riyadh

Role Overview

Operations Team Leader – Riyadh at Concentrix. This full-time position is based in Riyadh, Saudi Arabia.

Role Purpose

Lead and supervise a group of call center associates to ensure performance metrics are achieved through coaching, motivation, and accountability while maintaining service quality and contractual KPI compliance.

Key Responsibilities

Supervision & Workforce Management

• Provide day-to-day supervision of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Identify performance-related issues, develop action plans for improvement, implement corrective action up to and including termination of employment.
• Effectively coach direct reports on their performance on a regular basis, at a minimum weekly, to ensure performance metrics are achieved.
• Communicate expectations to employees and provide timely updates.

Performance & Service Delivery

• Ensure service delivered to customers meets contractual Key Performance Indicator (KPIs) and financial expectations.
• Drive direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback.

Team Leadership & Development

• Mentor, coach, and provide direction to a team of employees.
• Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input.
• Schedule and organize team activities.
• Lead team in multi-tasking, prioritization, and meeting timelines on deliverables.

Operations & Escalation

• Provide subject matter expertise in handling escalated customer calls as needed.
• Handle escalated issues.
• Stay current on internal work processes, policies, and procedures.

Professional Development & Culture

• Attend required manager development training.
• Promote Concentrix values through both behavior and attitude, including being an advocate for team members.

Qualifications & Experience

• 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.
• Ability to mentor, coach, and provide direction to a team of employees.

Skills & Competencies

• Strong communication skills, both written and verbal.
• Ability to work well under pressure and follow through on items to completion.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Willingness to work a flexible schedule.

Additional Information

• English is required.
• Full-time position.
• Location: SAU Riyadh, Sulaiman Al Hamdan Street, Sulaimaniya, Riyadh 11551, PO Box 42589.