Bilingual Operations Manager – Telecom Sales

About the role

The Bilingual Operations Manager will lead a telecom sales account in Casablanca, ensuring profitability and the achievement of client‑specified KPIs. The role requires fluent French, on‑site presence, and strong leadership of a call‑center environment.

Key responsibilities

• Maintain profitability by meeting client KPIs, sales targets, and service metrics.
• Manage staffing ratios, forecast call volumes, and coordinate with Workforce for scheduling, overtime, and 6th‑day work.
• Enforce company and client policies, monitor attendance, schedule adherence, and workplace decorum.
• Coach, mentor, and discipline team members and Team Captains to improve performance.
• Design and implement incentive schemes, conduct performance appraisals, and recognize top performers.
• Communicate updates and policy changes to all program participants through regular meetings.

Required profile

• Fluent in French and English.
• Proven experience managing operations in a telecom or call‑center setting.
• Strong analytical ability to monitor KPIs, staffing levels, and service metrics.
• Demonstrated capability to lead teams, handle performance management, and drive results.

Required skills