Operations Team Leader- Riyadh

Role overview

The Operations Team Leader oversees the daily running of a group of call center associates in Riyadh. The role focuses on keeping performance on target by guiding the team, reinforcing accountability, and building motivation across the floor.

Key responsibilities

• Manage the everyday supervision of call center associates, including monitoring attendance and work in line with company policies and relevant legal rules.
• Coach team members regularly so they meet performance goals, with performance reviews taking place at least once a week.
• Spot performance concerns, create improvement plans, apply corrective measures where needed, and escalate up to termination when necessary.
• Make sure customer service delivery aligns with contractual KPIs and financial targets.
• Set clear expectations for employees and keep them informed with timely updates.
• Act as a knowledgeable resource for escalated customer calls and complex issues.
• Run team meetings to share important updates, encourage open discussion, and organize team-related activities.
• Remain up to date on internal procedures, policies, and workflows, and attend any mandatory leadership development training.
• Support and promote company values through conduct, attitude, and advocacy for team members.

Candidate profile

The ideal candidate is a driven leader who can build team capability, coach people toward targets, and stay calm under pressure. Strong written and verbal communication is essential, along with the ability to manage multiple priorities, meet deadlines, and guide a team with confidence.

Experience and education

An associate degree in a related field is preferred, along with 2 to 4 years of relevant experience.

Work style

This position requires a flexible schedule and the ability to support a fast-paced operational environment.

Career level notes

The role involves supervising subordinate staff, setting priorities, and coordinating the daily work of a business or technical support team. It usually covers a single or medium-sized line of business, with decisions shaped by policy, procedure, and business plans. Guidance is provided by a manager, while the team leader drives results through coaching, mentoring, and regular feedback. The role typically spends no more than 20% of time performing the work being supervised and also handles escalated issues. It generally oversees non-exempt employees who perform one task or a closely related set of tasks.

Disclaimer

This summary reflects the general nature and level of the position. It is not a complete list of every duty, responsibility, or skill that may be required.