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We are seeking a skilled Team Lead for our Contact Center in Antananarivo, Madagascar. This full-time, on-site position requires working 24/7 on rotational shifts.
The ideal candidate will oversee comprehensive contact center operations, including voice, chat, email, and back-office functions. Responsibilities include driving team performance, achieving key performance indicators (KPIs), and delivering an exceptional customer experience.
Key duties involve leading multichannel support teams, monitoring real-time operations, managing service levels, and handling escalations. Additionally, the role encompasses conducting performance reviews, coaching team members, collaborating with Training, Quality Assurance (QA), Workforce Management (WFM), and other departments, analyzing performance data, and preparing regular reports. The position also requires ensuring strict adherence to standard operating procedures (SOPs), service level agreements (SLAs), and compliance standards, as well as driving process improvements and operational excellence. Ownership of KPIs such as Service Level (SL), Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction/Net Promoter Score (CSAT/NPS), Quality, Productivity, Accuracy, and Adherence is essential.
Qualified applicants should have 4–8 years of experience in Contact Center or BPO operations, including 1–2 years in a leadership role like Team Lead, Assistant Manager, or Subject-Matter Expert. Fluency in French is mandatory, and proficiency in English (B1/B2 or higher) is required. Strong leadership, analytical, and stakeholder management skills are necessary, alongside experience in performance management and KPI tracking. Proficiency in MS Office or Google Workspace, with advanced Excel skills, is preferred. Interested candidates are invited to submit their updated CV to [Click the Apply button below to apply, and Create my CV to build a CV tailored to this offer, professionally] , including their current and expected salary, notice period, and suitability for the role (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).
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We are seeking a skilled Team Lead for our Contact Center in Antananarivo, Madagascar. This full-time, on-site position requires working 24/7 on rotational shifts.
The ideal candidate will oversee comprehensive contact center operations, including voice, chat, email, and back-office functions. Responsibilities include driving team performance, achieving key performance indicators (KPIs), and delivering an exceptional customer experience.
Key duties involve leading multichannel support teams, monitoring real-time operations, managing service levels, and handling escalations. Additionally, the role encompasses conducting performance reviews, coaching team members, collaborating with Training, Quality Assurance (QA), Workforce Management (WFM), and other departments, analyzing performance data, and preparing regular reports. The position also requires ensuring strict adherence to standard operating procedures (SOPs), service level agreements (SLAs), and compliance standards, as well as driving process improvements and operational excellence. Ownership of KPIs such as Service Level (SL), Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction/Net Promoter Score (CSAT/NPS), Quality, Productivity, Accuracy, and Adherence is essential.
Qualified applicants should have 4–8 years of experience in Contact Center or BPO operations, including 1–2 years in a leadership role like Team Lead, Assistant Manager, or Subject-Matter Expert. Fluency in French is mandatory, and proficiency in English (B1/B2 or higher) is required. Strong leadership, analytical, and stakeholder management skills are necessary, alongside experience in performance management and KPI tracking. Proficiency in MS Office or Google Workspace, with advanced Excel skills, is preferred. Interested candidates are invited to submit their updated CV to , including their current and expected salary, notice period, and suitability for the role (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.
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