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 Casablanca. You will ensure the team meets performance standards, supports outbound sales initiatives, and delivers excellent customer service in both English and French.

Key responsibilities

• Lead and supervise a team of CSRs, overseeing daily call‑center activities such as handling calls, resolving issues, and processing sales orders.
• Monitor individual and team performance against defined metrics, providing coaching, mentoring, and timely feedback.
• Conduct performance‑management cycles, including planning, assessment, and feedback meetings.
• Prepare and present data reports on team performance and maintain administrative tasks such as payroll templates.
• Motivate agents to achieve personal growth targets and improve overall account productivity.
• Handle escalation calls and guide CSRs on complex customer interactions.

Required profile

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

Required skills

What we offer

• Opportunity to lead a dynamic team in a fast‑growing call‑center environment.
• Professional development and performance‑based incentives.