Contact Center Team Leader – Bilingual (English & French)

About the role

IO Solutions is seeking a bilingual (English & French) Team Leader for its Casablanca contact centre. Reporting to the Customer Service & Sales Management team, you will lead a group of agents, providing coaching, ensuring quality standards, and fostering effective communication across the organization.

Key responsibilities

• Provide daily coaching to agents to meet sales and call‑quality targets.
• Deliver exceptional customer service and mentor agents through live or side‑by‑side call monitoring.
• Document all agent interactions, coaching sessions, and performance feedback.
• Develop personalized coaching plans with clear performance goals.
• Ensure proper use of tools and adherence to procedures and company code of conduct.
• Manage employee records, including absences, work hours, and disciplinary actions.
• Monitor emails, relay important information to management, and file required reports.
• Perform any other related duties as assigned.

Required profile

• Minimum 2 years of sales experience in a fast‑paced contact‑center environment.
• Proven ability to lead, coach, and develop employees.
• Strong verbal and written communication skills in both French and English.
• Flexible schedule availability.
• Customer‑service orientation, teamwork, and initiative.
• Leadership, problem‑solving, results‑oriented mindset.

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• Competitive salary with employment stability.
• Advancement program for career growth.
• Dynamic, welcoming work environment.
• Various incentives, activities, and events.