🇫🇷 Voir en Français
GR

Manager Call Center

GROUPE TRIO
📍 AntananarivoCDI🗓️ 2 months ago

Job Description

Antananarivo
CDI

Your safety comes first — read before you go. Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.

Automatically translated from French. View the original offer

Main duties

WE ARE RECRUITING – MANAGER CALL MAIN CENTERSHIPSEnsure the management and supervision of Call Center activities in order to guarantee quality of service, achievement of objectives and proper organization of the team. MAIN RESPONSIBILITIES.

  • Organize and plan team activities based on priorities and call volumes.
  • Develop schedules and anticipate absences to ensure business continuity.
  • Distribute tasks and monitor the team on a daily basis.
  • Track key performance indicators: response rate, wait time, processing time and campaign completion.
  • Analyze the results and implement the necessary corrective actions.
  • Ensure compliance with procedures, scripts and quality standards.

Education / Qualifications

  • Control the quality of calls and the reliability of information entered.
  • Support agents in their upskilling through feedback, coaching and training.

Other information

  • Ensure good coordination with field teams and other services.
  • Identify the difficulties encountered and propose improvement actions.

Candidate profile

  • Ensure regular reporting to the hierarchy.

PROFIL

E SOUGHT

  • Bac +4/5 in Management, Commerce, Management, Customer Relations or equivalent field.

Experience

  • Proven experience in Call Center, customer service or similar activity.
  • Experience in management or team supervision.
  • Good command of computer tools and monitoring tools. REQUIRED SKILLS
  • Leadership and ability to lead a team.
  • Sense of organization and priorities.
  • Focus on results and customer service.
  • Ability to analyze and solve problems.
  • Rigor, responsiveness and autonomy.
  • Good communication and coordination skills.
  • Ability to work under pressure. Sector: Performing Arts

---

[Click the Apply button below to apply, and Create my CV to build a CV tailored to this offer, professionally]

Ready to apply?

Create a CV tailored to this offer

You are recruiting?

Find candidates on TAF4ALL

🚀 Boost your application

Stand out with a professional CV and a personalized cover letter generated by AI in 3 minutes.

📄Create my CV5 African templates✉️Cover letter AIPersonalized in 1 click
🇨🇦

Canadian employers are also recruiting in Africa

Real offers from Canadian employers who are explicitly looking for candidates outside Canada. No agency, no fees — you apply yourself.

See Canada offers How to apply from Africa

Expert Application Advice

Missions principales

NOUS RECRUTONS – MANAGER CALL CENTERMISSIONS PRINCIPALESAssurer la gestion et la supervision des activités du Call Center afin de garantir la qualité de service, l’atteinte des objectifs et la bonne organisation de l’équipe. PRINCIPALES RESPONSABILITÉS.

  • Organiser et planifier les activitĂ©s de l’équipe en fonction des prioritĂ©s et des volumes d’appels.
  • Élaborer les plannings et anticiper les absences afin d’assurer la continuitĂ© des activitĂ©s.
  • RĂ©partir les tâches et assurer le suivi quotidien de l’équipe.
  • Suivre les principaux indicateurs de performance : taux de rĂ©ponse, temps d’attente, temps de traitement et rĂ©alisation des campagnes.
  • Analyser les rĂ©sultats et mettre en place les actions correctives nĂ©cessaires.
  • Veiller au respect des procĂ©dures, scripts et standards de qualitĂ©.

Formation / DiplĂ´mes

  • ContrĂ´ler la qualitĂ© des appels et la fiabilitĂ© des informations saisies.
  • Accompagner les agents dans leur montĂ©e en compĂ©tences Ă  travers des feedbacks, coachings et formations.

Autres informations

  • Assurer une bonne coordination avec les Ă©quipes terrain et les autres services.
  • Identifier les difficultĂ©s rencontrĂ©es et proposer des actions d’amĂ©lioration.

Profil recherché

  • Assurer un reporting rĂ©gulier auprès de la hiĂ©rarchie.

PROFIL

RECHERCHÉ

  • Bac +4/5 en Gestion, Commerce, Management, Relation Client ou domaine Ă©quivalent.

Expérience

  • ExpĂ©rience confirmĂ©e en Call Center, service client ou activitĂ© similaire.
  • ExpĂ©rience en management ou supervision d’équipe.
  • Bonne maĂ®trise des outils informatiques et des outils de suivi.

COMPÉTENCES REQUISES

  • Leadership et capacitĂ© Ă  encadrer une Ă©quipe.
  • Sens de l’organisation et des prioritĂ©s.
  • Orientation rĂ©sultats et sens du service client.
  • CapacitĂ© d’analyse et de rĂ©solution de problèmes.
  • Rigueur, rĂ©activitĂ© et autonomie.
  • Bonnes capacitĂ©s de communication et de coordination.
  • CapacitĂ© Ă  travailler sous pression. Secteur : Performing Arts
Career advice powered by Taf4All

Your safety comes first — read before you go

Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.

  • •Never pay any amount of money — for a file, a training, a uniform, or an interview. A real employer never asks the candidate to pay.
  • •Never send a photo of your ID card, passport, or banking details before you have physically verified the employer exists.
  • •Always meet in a public place, during the day — never an isolated address, a private home, or a location you cannot verify in advance.
  • •Tell a relative or friend exactly where you are going, with whom, and at what time — and share your live location if possible.
  • •Search the company name online before going: a real business has a trace (website, reviews, other employees, an official address).
  • •A salary that is far above the market rate for the position and the city is a red flag — be extra cautious.

You might also be interested in

MA

Manager Call Center

🎯 Responsabilités Organiser et planifier les activités de l’équipe en fonction des priorités et des volumes d’appels. Élaborer les plannings et anticiper les absences afin d’assurer la continuité des activités. Répartir les tâches et assurer le suivi quotidien de l’équipe. Suivre les principaux indicateurs de performa

CDIabout 2 months ago
IZ

Agent Call Center -Diana 2

IZILI Madagascar (ex Baobab Plus) est une entreprise sociale qui agit dans les domaines de l accès à l énergie et au digital. Nous commercialisons des produits innovants avec des solutions de financement. Dans le cadre de notre développement, nous recrutons notre futur(e) Agent Call Center Diana 2. 📋 Missions principa

CDIabout 1 month ago
IZ

Agent Call Center Diana 2

IZILI Madagascar (ex Baobab Plus) est une entreprise sociale active dans les domaines de l accès à l énergie et au digital. Elle commercialise des produits innovants accompagnés de solutions de financement. Dans le cadre de son développement, elle recrute un(e) Agent Call Center Diana 2. Missions principales Le titulai

CDI2 months ago
VA

CRM Manager

VALANO TECH·Antananarivo

Un(e) CRM Manager confirmé(e) pour piloter la stratégie CRM, exploiter la donnée client et développer des campagnes personnalisées afin de renforcer l’engagement, la conversion et la fidélisation . 💼 Expérience Une maîtrise de la CDP Brevo , ainsi qu’une solide expérience en segmentation et Marketing Automation , sont

CDIabout 2 months ago