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Hiring Opportunity: Team Lead – Contact Center (Onsite) Position: Antananarivo, Madagascar (On-site) Employment Type: Full-Time | 24/7 Rotational Shifts
We seek an accomplished Team Lead to supervise comprehensive contact center operations spanning voice, chat, email, and back-office functions. This position emphasizes enhancing team performance, meeting key performance indicators (KPIs), and delivering an exceptional customer experience. Key Responsibilities: Oversee and direct teams providing multichannel support across voice, chat, email, and back-office channels. Monitor and optimize KPIs, including Service Level (SL), Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT)/Net Promoter Score (NPS), quality, and productivity metrics. Track real-time operations, manage queue distribution, and ensure service levels are met. Address escalations promptly and ensure timely resolution of customer concerns. Conduct regular performance evaluations, provide coaching, and develop structured training plans. Collaborate with Training, Quality Assurance (QA), Workforce Management (WFM), and cross-functional teams. Analyze performance data and generate reports on a daily, weekly, and monthly basis. Ensure strict adherence to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and compliance standards. Identify opportunities for process improvements and drive operational excellence. Key Metrics Ownership: Service Level (SL) | Average Handling Time (AHT) | First Contact Resolution (FCR) | Customer Satisfaction (CSAT)/Net Promoter Score (NPS) | Quality | Productivity | Accuracy | Adherence
4–8 years of experience in Contact Center or Business Process Outsourcing (BPO) operations. 1–2 years in a leadership role such as Team Lead, Assistant Manager, or Subject-Matter Expert (SME) managing teams. Fluent in French (mandatory) and English (intermediate to advanced, B1/B2+). Strong leadership, analytical, and stakeholder management abilities. Proven experience in performance management and KPI tracking.
Proficiency in MS Office or Google Workspace, with advanced Excel skills preferred. Interested applicants should submit their updated resume to [Click the Apply button below to apply, and Create my CV to build a CV tailored to this offer, professionally] , including: Current and expected salary Notice period Suitability for the role (rated on a scale of 5).
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Hiring Opportunity: Team Lead – Contact Center (Onsite) Position: Antananarivo, Madagascar (On-site) Employment Type: Full-Time | 24/7 Rotational Shifts
We seek an accomplished Team Lead to supervise comprehensive contact center operations spanning voice, chat, email, and back-office functions. This position emphasizes enhancing team performance, meeting key performance indicators (KPIs), and delivering an exceptional customer experience. Key Responsibilities: Oversee and direct teams providing multichannel support across voice, chat, email, and back-office channels. Monitor and optimize KPIs, including Service Level (SL), Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT)/Net Promoter Score (NPS), quality, and productivity metrics. Track real-time operations, manage queue distribution, and ensure service levels are met. Address escalations promptly and ensure timely resolution of customer concerns. Conduct regular performance evaluations, provide coaching, and develop structured training plans. Collaborate with Training, Quality Assurance (QA), Workforce Management (WFM), and cross-functional teams. Analyze performance data and generate reports on a daily, weekly, and monthly basis. Ensure strict adherence to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and compliance standards. Identify opportunities for process improvements and drive operational excellence. Key Metrics Ownership: Service Level (SL) | Average Handling Time (AHT) | First Contact Resolution (FCR) | Customer Satisfaction (CSAT)/Net Promoter Score (NPS) | Quality | Productivity | Accuracy | Adherence
4–8 years of experience in Contact Center or Business Process Outsourcing (BPO) operations. 1–2 years in a leadership role such as Team Lead, Assistant Manager, or Subject-Matter Expert (SME) managing teams. Fluent in French (mandatory) and English (intermediate to advanced, B1/B2+). Strong leadership, analytical, and stakeholder management abilities. Proven experience in performance management and KPI tracking.
Proficiency in MS Office or Google Workspace, with advanced Excel skills preferred. Interested applicants should submit their updated resume to , including: Current and expected salary Notice period Suitability for the role (rated on a scale of 5).
Secteur : Information Technology Pour postuler a cette offre, cliquez sur le bouton "Postuler" afin d'acceder aux coordonnees du recruteur (email et/ou telephone).
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.
💼 Expérience Madagascar Endemics Resorts is a hospitality enterprise dedicated to highlighting Madagascar’s extraordinary natural landscapes and biodiversity through bespoke resort experiences and premium travel offerings. The company prioritizes sustainable tourism, ensuring that its operations and guest engagements
📊 Autres informations Conservation International safeguards nature for the benefit of humanity by leveraging science, policy, fieldwork, and financial resources to protect critical ecosystems for climate, biodiversity, and communities worldwide. With a presence in 30 countries and initiatives spanning over 100 nations
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Description non disponible. Consultez l offre sur le site d origine pour plus de détails