Aceolution recherche un Operations Lead expérimenté pour son centre de contact à Antananarivo. Si vous avez une solide expérience en gestion opérationnelle et en performance d'équipe, postulez !
Lead and manage end-to-end contact center operations. Drive operational performance, productivity, and service delivery against defined KPIs and SLAs. Manage large teams, including Team Leaders and Operations Managers, while fostering a high-performance culture. Ensure exceptional customer experience through effective people and process management. Analyze operational metrics and implement continuous improvement initiatives. Collaborate with cross-functional stakeholders to achieve business objectives. Oversee workforce planning, resource allocation, and capacity management. Coach, mentor, and develop leaders to build a strong talent pipeline. Ensure compliance with organizational policies, quality standards, and client expectations.
15+ years of experience in Contact Center/BPO Operations Proven experience managing large-scale operations and multiple teams Willingness to work from the office in Antananarivo, Madagascar