Operations Team Leader

Concentrix is hiring a full-time Operations Team Leader for an on-site position in Riyadh, Saudi Arabia.

The successful candidate will supervise a team of call center associates, monitor attendance and performance, and provide regular coaching, motivation and accountability to ensure operational targets are achieved.

The role also involves managing performance issues, handling escalated customer calls, conducting team meetings and ensuring that service delivery meets contractual, financial and KPI requirements.

Key Responsibilities
Supervise the daily activities of a team of call center associates.
Monitor employee attendance, schedules and workplace compliance.
Track employee performance according to company policies.
Provide regular coaching and guidance to direct reports.
Conduct performance coaching sessions at least once per week.
Ensure that employees achieve assigned performance metrics.
Identify individual and team performance issues.
Develop and implement performance-improvement action plans.
Take corrective action in accordance with company procedures.
Ensure customer service meets contractual KPI requirements.
Monitor financial and operational expectations related to the team.
Clearly communicate expectations, priorities and updates to employees.
Handle escalated customer calls when required.
Provide operational and subject-matter expertise to team members.
Conduct team meetings to communicate relevant information.
Organize team activities and encourage employee participation.
Stay current with internal processes, policies and procedures.
Attend required management-development training.
Promote Concentrix values through professional behavior.
Advocate for team members and support their development.
Lead employees in multitasking and prioritizing assignments.
Provide regular feedback to help the team achieve business goals.

About Concentrix
Concentrix is a global provider of customer experience, contact center, operational support and digital business services.
The company works with organizations across multiple industries to improve customer satisfaction, employee performance and operational results.

An associate degree in a related field is preferred.
Two to four years of relevant professional experience is preferred.
Previous experience in contact centers, customer service or operations.
Team leadership or supervisory experience is preferred.
Ability to coach, motivate and develop employees.
Strong knowledge of performance metrics and operational targets.
Ability to work effectively under pressure.
Strong commitment to completing tasks and following up on actions.
Excellent written and verbal communication skills.
Ability to lead a team handling multiple priorities.
Strong planning, organization and time-management skills.
Ability to mentor employees and provide clear direction.
Good problem-solving and corrective-action skills.
Willingness to work a flexible schedule based on operational needs.

Supervisory Role
Coordinate and supervise the daily activities of an operations or support team.
Set team priorities and ensure assignments are completed.
Manage a single, medium-sized line of business.
Make decisions according to established policies and business plans.
Receive direction and oversight from the Operations Manager.
Drive direct reports to achieve performance metrics and business goals.
Handle escalated operational and customer issues.
Spend most working time supervising employees rather than performing their duties.

Required Skills
Contact Center Team Leadership.
Customer Service Operations.
KPI and Performance Management.
Employee Coaching and Development.
Attendance Management.
Escalation Handling.
Time and Priority Management.
Communication and Problem Solving.