- We are looking for an experienced and performance-driven Call Center Manager to lead our call center operations and ensure a high standard of customer service. The ideal candidate will be responsible for daily operations, team leadership, performance monitoring, and continuous improvement of processes and customer satisfaction.
- Oversee day-to-day call center operations (inbound/outbound)
- Lead, support, and develop a team of supervisors and agents (recruitment, training, motivation)
- Implement and monitor key performance indicators (KPIs)
- Ensure compliance with quality standards, service levels, and call scripts
- Prepare regular performance reports for senior management
- Manage team schedules, leave planning, attendance, and disciplinary issues
- Identify areas for improvement and implement corrective action plans
- Collaborate closely with Sales, Marketing, IT, and HR departments
- Propose and lead optimization initiatives for processes and tools
- Ensure compliance with internal policies, HR procedures, and labor laws
- Bachelor's or Master's degree in Business, Communication, Customer Service, or a related field
- 5 to 10 years of proven experience managing a call center or customer service team
- Strong leadership experience (teams of 20+ people)
- Proficient in CRM tools and call management systems (e.g. Genesys, Zendesk, Freshdesk, Avaya)
- Excellent analytical, decision-making, and leadership skills
- Outstanding verbal and written communication skills
- Highly organized, adaptable, and capable of working under pressure
- Fluency in French is required; English proficiency is a strong advantage depending on the context
