🛠 Tech Stack

💼 About This Role

You'll oversee daily operations of a contact center team at a BPO, collaborating with stakeholders to drive performance. You'll analyze operational data, identify improvements, and implement strategies to enhance customer satisfaction and productivity across multiple channels. This role offers exposure to executive-level reporting and a 24/7 on-call rota.

🎯 What You'll Do

• Manage outsourced team performance for customer, partner, and rider service queues.
• Create business insights and targets to measure Care performance.
• Lead performance improvement projects across KPIs like CSAT, AHT, QA.
• Present weekly, monthly, and annual performance to leadership.
• Participate in 24/7 emergency on-call rota one week per quarter.

📋 Requirements

• 2+ years experience as an Ops Manager in customer service (BPO or in-house).
• Fluent in French (verbal and written).
• Solid analytical background with Excel (pivot tables, INDEX MATCH).
• Knowledge of CRM systems (Zendesk/Amazon Connect) and BI tools (Looker, Tableau, Power BI).

✨ Nice to Have

• Experience with performance improvement projects like turnaround plans.
• Understanding of customer service metrics drivers.

🎁 Benefits & Perks

• 🏖️ Generous annual leave including charitable cause time off.
• 🏥 Healthcare and well-being benefits (country-specific).
• 👶 Parental leave and pension plans.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Case Study/Presentation· 60 min
4. 4Executive Interview· 45 min

🚩 Heads Up

• Participation in 24/7 emergency on-call rota may indicate work-life balance concerns.