Operations Team Leader - Riyadh

Position Overview

The Operations Team Leader role in Riyadh entails supervising a group of call center associates to ensure performance objectives are met through effective coaching, motivation, and accountability.

Key Responsibilities

• Oversee daily activities of call center staff, including monitoring attendance and adherence to policies and legal requirements.
• Provide regular coaching to direct reports, at least weekly, to help achieve performance targets.
• Identify performance issues, create corrective action plans, and enforce measures up to employment termination if necessary.
• Ensure service delivery aligns with contractual KPIs and financial goals.
• Clearly communicate expectations and provide timely updates to team members.
• Offer expertise in resolving escalated customer calls when required.
• Organize and lead team meetings to facilitate communication and gather input; manage team scheduling and activities.
• Stay informed about internal processes, policies, and attend required management development sessions.
• Promote organizational values actively and advocate for team members.

Candidate Profile

• Associate's degree in a related discipline with 2 to 4 years of relevant work experience preferred.
• Highly driven with ability to coach and develop team members to meet performance standards.
• Capable of working well under pressure and ensuring task completion.
• Strong oral and written communication skills.
• Skilled in leading a team with multitasking, prioritization, and deadline adherence.
• Experience mentoring, coaching, and guiding a team toward performance goals.
• Availability to work flexible schedules as needed.

Role Expectations

The Team Leader will take guidance on assignments and supervise subordinates in prioritizing and completing work. This role manages day-to-day operations for a business or technical support team, usually handling a small to medium business segment. Decisions follow established policies, with oversight from a manager. The leader motivates the team to meet targets through coaching and regular feedback, spending less than 20% of time on direct task execution. The role includes managing escalated situations and supervising non-exempt employees performing related tasks.

Disclaimer

The description above summarizes the main job functions, duties, and skills expected but does not encompass every task or requirement tied to this position.