Job Description

• Lead, motivate, and manage a team of French-speaking customer service representatives in a BPO environment.
• Monitor daily team performance to ensure service level agreements (SLAs) and quality standards are consistently met.
• Conduct regular coaching, feedback sessions, and performance reviews to support team development and growth.
• Handle escalated customer issues, providing timely and effective resolution while maintaining high customer satisfaction.
• Coordinate with cross-functional departments to streamline processes and improve operational efficiency.
• Analyze team metrics and prepare reports on productivity, quality, and customer satisfaction for management review.
• Implement best practices and process improvements to enhance the overall customer experience.
• Facilitate training sessions and onboarding for new team members to ensure a smooth integration.
• Foster a positive, inclusive, and collaborative team culture aligned with company values

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• Ensure compliance with company policies, procedures, and regulatory requirements.

Job Requirements

• 1-3 years of experience in a customer service or BPO environment, with at least some experience in a supervisory or team lead role.
• Fluency in French and English, both written and spoken, is essential.
• Proven ability to lead, coach, and motivate teams to achieve performance targets.
• Strong problem-solving skills and the ability to handle escalated customer issues effectively.
• Excellent communication and interpersonal skills.
• Demonstrated ability to analyze data and generate actionable insights.
• Experience working in a fast-paced, target-driven environment.
• Strong organizational and time management abilities.
• Proficiency with CRM systems, contact center software, and Microsoft Office Suite.
• Willingness to work on-site as per the workplace arrangement.
• Offered gross starts from - 38k 

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