Operations Team Leader – Bilingual (English & French)

About the role

We are looking for a bilingual Operations Team Leader to manage a team of Customer Service Representatives (CSRs) in a dynamic call‑center environment. The role involves ensuring that the team meets performance standards, handles customer interactions efficiently, and contributes to the profitability of the account.

Key responsibilities

• Lead and supervise a team of CSRs, monitoring daily, weekly and monthly metrics.
• Provide coaching, mentoring and performance feedback to improve individual and team results.
• Handle escalation calls and guide agents on complex customer issues.
• Prepare and deliver regular performance reports and administrative tasks such as payroll templates.
• Motivate agents to achieve professional growth targets and sales objectives.

Required profile

• Minimum 2 years of experience as a Team Leader in a call‑center or outbound sales setting.
• Fluent in both English and French.
• Willingness to work rotating shifts and onsite in Casablanca.

Required skills

• Proficiency in English and French language communication.

What we offer

• Opportunity to lead a high‑performing team in a fast‑growing environment.
• Competitive compensation based on performance.