Operations Team Lead

About the role

We are looking for an Operations Team Lead to manage a high‑performing customer care and technical support team serving the Canadian telecommunications market. Based in Casablanca, you will spend most of your time coaching, developing and supporting a group of 15‑18 agents to achieve quality, productivity and customer experience targets.

Key responsibilities

• Lead, coach and develop a team of 15‑18 customer care and technical support representatives.
• Provide ongoing performance feedback and conduct one‑on‑ones, team meetings and performance reviews.
• Drive employee engagement initiatives and foster a positive team culture.
• Monitor key operational metrics, support performance improvement plans and ensure attendance goals are met.
• Collaborate with cross‑functional stakeholders to resolve escalations and operational challenges.
• Handle administrative, reporting and staffing activities as required.

Required profile

• Minimum 2 years of experience in a Team Leader, Supervisor or similar role within a contact‑center/BPO environment.
• Proven ability to coach and develop frontline customer service or technical support staff.
• Bilingual in English and French.
• Strong leadership, communication and interpersonal skills.
• Demonstrated success improving employee performance and engagement.
• Professionalism, integrity and accountability.
• Willingness to work onsite in Casablanca on a full‑time basis.

Required skills

What we offer

• Annual salary of $17,400 CAD.
• Opportunity to work for a leading digital division of a global telecom company.
• Use of AI tools to assist with screening and assessment.