Contact Center Team Leader – Bilingual (English & French)

About the role

IO Solutions is seeking a bilingual (English‑French) Contact Center Team Leader for its Casablanca centre. Reporting to the Customer Service & Sales Management team, you will lead a group of agents, ensuring high‑quality service, sales performance and compliance with company standards.

Key responsibilities

• Provide daily coaching to agents to achieve expected sales performance and call quality.
• Deliver exceptional customer service and demonstrate quality during supervisor calls or live call monitoring (mentoring).
• Enhance team performance through side‑by‑side and remote call monitoring, providing consistent feedback.
• Document all agent interactions and coaching sessions.
• Develop agents’ skills in call management, quality and proper tool usage.
• Create and implement personalized coaching plans with specific performance goals.
• Ensure agents use their tools properly.
• Manage employee records (absences, work hours, offline time, disciplinary measures).
• Monitor emails and relay important messages to management.
• Complete and properly file all reports.
• Perform any other related duties as required.

Required profile

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

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

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