AC
Senior Customer Service Team Supervisor
CDIil y a environ 1 mois
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.
The Team Lead position is instrumental in ensuring seamless, high-quality, and efficient operations by overseeing workflows, driving team performance, and maintaining compliance with local standards. This role encompasses operational management, performance coaching, and process optimization to consistently deliver exceptional support. The Team Lead is tasked with aligning team performance against key metrics, translating operational data into strategic improvements, and fostering a culture of accountability and continuous enhancement. Key Responsibilities: Team Leadership & Performance Management
Conduct frequent one-on-one meetings and performance evaluations, offering actionable feedback and mentorship to enhance service quality and operational efficiency.
Oversee daily workflows, capacity planning, and scheduling to ensure optimal coverage and responsiveness during peak hours.
Serve as the primary escalation point for complex or sensitive issues, resolving conflicts in a manner that upholds company standards and fosters positive outcomes. Operational Oversight & Process Optimization
Monitor and analyze KPIs to identify inefficiencies and implement solutions that streamline processes and remove bottlenecks.
Guarantee adherence to service level agreements, ensuring same-day resolution and maintaining high standards of responsiveness.
Develop and update the team’s knowledge base to ensure agents deliver accurate, proactive, and consistent support. Compliance, Verification & Quality Assurance
Conduct regular quality audits to assess performance and identify areas for improvement.
Ensure strict adherence to all bolt processes and local regulatory requirements.
Collaborate with partners to refine workflows and optimize agent support for maximum effectiveness. Reporting & Strategic Input
Compile and present weekly performance reports, highlighting team metrics such as throughput, quality scores, and conversion rates, as well as operational challenges.
Diagnose systemic issues that pose risks to processes or compliance and propose structured solutions for process or tooling enhancements to leadership. Core Competencies:
Demonstrated expertise in leading, motivating, and developing high-performing teams in dynamic environments.
Strong analytical skills to interpret operational data, pinpoint inefficiencies, and implement corrective measures.
Formation / Diplômes
- Exceptional ability to convey complex information clearly and professionally to both team members and senior leadership.
- Skilled in conflict resolution with a high degree of emotional intelligence and composure under pressure.
- A proactive approach to accountability, embracing feedback to drive resilience and continuous improvement. Language Requirements:
- Required: Advanced proficiency in French (mandatory) and upper-intermediate to advanced English (B2+).
- Preferred: Additional Secteur : Management and Customer Service
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Expert Application Advice
The Team Lead position is instrumental in ensuring seamless, high-quality, and efficient operations by overseeing workflows, driving team performance, and maintaining compliance with local standards. This role encompasses operational management, performance coaching, and process optimization to consistently deliver exceptional support. The Team Lead is tasked with aligning team performance against key metrics, translating operational data into strategic improvements, and fostering a culture of accountability and continuous enhancement. Key Responsibilities: Team Leadership & Performance Management
- Conduct frequent one-on-one meetings and performance evaluations, offering actionable feedback and mentorship to enhance service quality and operational efficiency.
- Oversee daily workflows, capacity planning, and scheduling to ensure optimal coverage and responsiveness during peak hours.
- Serve as the primary escalation point for complex or sensitive issues, resolving conflicts in a manner that upholds company standards and fosters positive outcomes. Operational Oversight & Process Optimization
- Monitor and analyze KPIs to identify inefficiencies and implement solutions that streamline processes and remove bottlenecks.
- Guarantee adherence to service level agreements, ensuring same-day resolution and maintaining high standards of responsiveness.
- Develop and update the team’s knowledge base to ensure agents deliver accurate, proactive, and consistent support. Compliance, Verification & Quality Assurance
- Conduct regular quality audits to assess performance and identify areas for improvement.
Profil recherché
- Ensure strict adherence to all bolt processes and local regulatory requirements.
- Collaborate with partners to refine workflows and optimize agent support for maximum effectiveness. Reporting & Strategic Input
- Compile and present weekly performance reports, highlighting team metrics such as throughput, quality scores, and conversion rates, as well as operational challenges.
- Diagnose systemic issues that pose risks to processes or compliance and propose structured solutions for process or tooling enhancements to leadership. Core Competencies:
- Demonstrated expertise in leading, motivating, and developing high-performing teams in dynamic environments.
Compétences requises
- Strong analytical skills to interpret operational data, pinpoint inefficiencies, and implement corrective measures.
Formation / Diplômes
- Exceptional ability to convey complex information clearly and professionally to both team members and senior leadership.
- Skilled in conflict resolution with a high degree of emotional intelligence and composure under pressure.
- A proactive approach to accountability, embracing feedback to drive resilience and continuous improvement. Language Requirements:
- Required: Advanced proficiency in French (mandatory) and upper-intermediate to advanced English (B2+).
- Preferred: Additional Secteur : Management and Customer Service
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.