Operations Manager – Call Center/BPO

About the role

The Operations Manager will lead the profitability and overall management of a large, multi‑client call centre operation. Reporting directly to senior leadership, you will shape strategic direction, ensure client satisfaction, and drive retention across complex lines of business.

Key responsibilities

• Oversee day‑to‑day call centre activities to meet financial and performance targets.
• Provide strategic guidance to multiple accounts, programs and client contracts.
• Act as the primary liaison with clients, maintaining strong, collaborative relationships.
• Monitor and achieve KPI and metric goals through proactive team management.
• Coordinate with support functions (HR, IT, Quality, Training) to ensure seamless operations.
• Enforce adherence to client‑specific processes and continuously improve team and program metrics.

Required profile

• Fluent in both French and English.
• Minimum 2 years experience as an Operations Manager in a Call Center or BPO environment.
• Ability to work 100 % onsite in Casablanca.

Required skills

What we offer

• Opportunity to manage a high‑impact, multi‑client operation.
• Dynamic work environment with exposure to diverse industries.