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 act as the primary interface with clients, ensuring strong relationships and the successful delivery of service agreements.

Key responsibilities

• Provide strategic direction and guidance for multiple accounts, programs and lines of business.
• Drive achievement of KPIs and metrics through proactive team management and coordination with support functions.
• Monitor and enforce adherence to client‑specific processes, continuously improving individual, team and program performance.
• Maintain effective, cordial relationships with clients, serving as the main point of contact.
• Oversee day‑to‑day operations to ensure service quality, client satisfaction and contract retention.

Required profile

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

Required skills

• Proficiency in French.
• Proficiency in English.