Bilingual Operations Manager (English & French)

About the role

IO Solutions Contact Center is looking for a results‑driven Operations Manager who is fluent in English and French to lead one of its business lines in Casablanca. Reporting to the Operations and Account Director, you will be responsible for driving performance, meeting revenue targets, and coaching Team Leaders to maximise productivity and conversion rates.

Key responsibilities

• Lead, coach and develop Team Leaders to achieve consistent sales performance.
• Ensure teams meet and exceed revenue, conversion and productivity targets.
• Monitor daily sales KPIs and implement corrective action plans when needed.
• Analyse performance trends and identify improvement opportunities.
• Oversee staffing, scheduling, payroll validation and attendance management.
• Conduct performance reviews, sales calibrations and quality monitoring sessions.
• Support recruitment, onboarding and retention initiatives in collaboration with HR and Training.
• Participate in client meetings, business reviews and performance discussions.
• Implement sales strategies and process improvements to increase efficiency.
• Ensure compliance with company policies and client expectations while fostering a culture of accountability and continuous improvement.

Required profile

• Excellent verbal and written communication skills in both English and French.
• Minimum of two years of leadership experience in a contact‑center environment.
• Strong coaching and performance‑management abilities.
• Data‑driven mindset with solid analytical capabilities.
• Results‑oriented, proactive and highly motivated.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint

What we offer

• A dynamic and multicultural work environment.
• Competitive incentive programs and recognition initiatives.
• Career growth opportunities through an Advancement Program.
• Long‑term job stability.