Operations Manager – Call Center/BPO
TELUS Digital · Casablanca et périphérie
Job description
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.
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Published 1 month ago
Expires 4 days from now
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TELUS Digital
Casablanca et périphérie
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