Operations Team Leader- Riyadh
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Key skills for this role
About the Role
Concentrix seeks an Operations Team Leader to supervise a group of call center associates in Riyadh. The role involves coaching, performance management, ensuring service delivery meets KPIs, and handling escalated customer calls.
Key Skills for This Role
Responsibilities
- Responsible for the day to day supervision of a group of call center associates including work and attendance monitoring
- 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
- Stay current on internal work processes, policies and procedures
- Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
Requirements
- 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
Full Job Posting
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.
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