Operations Team Leader📣 إعلان

About the Role

Concentrix is seeking an Operations Team Leader to join our team in Riyadh. This full-time position is crucial for overseeing the daily operations of a call center group, ensuring high performance and service delivery. The role typically requires 5-10 years of experience in a relevant leadership capacity, focusing on driving team success and operational excellence.

Role Overview

The Operations Team Leader is responsible for the direct supervision of call center associates, focusing on achieving performance metrics through effective coaching, motivation, and accountability. This role involves coordinating and supervising daily activities for business or technical support teams, managing single and medium-sized lines of business. Decisions are guided by established policies, procedures, and business plans, with oversight from a manager. A key aspect of this position is to drive direct reports towards business goals and metrics, including handling escalated issues and providing regular feedback.

Key Responsibilities

• Supervise a group of call center associates daily, including monitoring work and attendance in compliance with company policy and legal requirements.
• Provide regular and effective coaching to direct reports to ensure performance metrics are met weekly.
• Identify performance issues, develop improvement action plans, and implement corrective actions, up to and including employment termination.
• Ensure customer service meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Communicate expectations to employees and provide timely updates on relevant information.
• Offer subject matter expertise by handling escalated customer calls as required.
• Conduct team meetings for expedient communication and as a forum for input, and organize team activities.
• Stay current on internal work processes, policies, and procedures, and attend required manager development training.
• Promote Concentrix values through behavior and attitude, acting as an advocate for team members.

Qualifications and Experience

• Associate's degree in a related field with two to four years of relevant experience preferred.
• Highly motivated individual with proven skills in developing and coaching team members to achieve performance expectations.
• Ability to work effectively under pressure and ensure tasks are completed thoroughly.
• Strong written and verbal communication skills.
• Demonstrated ability to lead a team in multi-tasking, prioritizing, and meeting timelines for deliverables.
• Capability to mentor, coach, and provide clear direction to a team of employees.
• Willingness to work a flexible schedule to meet operational needs.

Work Environment and Location

This is a full-time position based in Riyadh, where the Team Leader will operate within a dynamic call center environment. The role involves supervising non-exempt employees who perform single or closely related tasks, ensuring a productive and compliant workspace.

Application Process

Join Concentrix and contribute to a team dedicated to operational excellence and customer satisfaction. We look forward to reviewing your application.