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We are seeking an experienced Team Manager to oversee comprehensive
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We are seeking an experienced Team Manager to oversee comprehensive contact center operations in Antananarivo, Madagascar, including voice, chat, email, and back-office services. This full-time position requires a commitment to 24/7 rotational shifts and focuses on optimizing team performance while delivering exceptional customer experiences. The successful candidate will lead multichannel support teams, ensuring adherence to key performance indicators such as service levels, average handling time, first contact resolution, customer satisfaction, quality, productivity, and accuracy. Responsibilities include real-time operations monitoring, queue and service level management, escalation handling, performance reviews, coaching, and development planning. Collaboration with training, quality assurance, workforce management, and cross-functional teams is essential, along with data analysis and report preparation.
Candidates should possess 4–8 years of contact center or BPO operations experience, including 1–2 years in a leadership role such as Team Lead, Assistant Manager, or Subject-Matter Expert. Fluency in French is mandatory, while proficiency in English at a B1/B2+ level is preferred. Strong leadership, analytical, and stakeholder management skills are required, along with expertise in performance management and KPI tracking. Proficiency in Microsoft Office or Google Workspace, particularly Excel, is necessary. Interested applicants are invited to submit their updated CV to tosharmila@aceolution.com, including their current and expected salary, notice period, and a suitability rating for the role (on a scale of 5).
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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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