Operations Manager

Astragale is a leader in the call center. Our goal is to provide superior service while maximizing operational efficiency.

As an Operations Manager, you will be responsible for the overall management of call center operations. You will supervise production teams, guarantee operational performance and ensure customer satisfaction.

Job Description

• Supervise and coordinate call center production teams (supervisors, agents, team leaders, etc.).
• Ensure achievement of performance, quality and productivity objectives.
• Optimize processes to improve efficiency and customer satisfaction.
• Analyze performance indicators (KPI) and propose corrective actions if necessary.
• Collaborate with HR teams for recruitment, training and employee performance management.
• Manage relationships with customers and ensure their needs are well taken care of.
• Develop regular reports for management on the center's performance.

Profile sought:

• Diploma in management, commerce, or equivalent.
• Proven experience of at least two years managing a call center or similar production team.
• Excellent leadership and team management skills.
• Strong results orientation and ability to work under pressure.
• Mastery of call center management tools (CRM, telephone software, etc.).
• Good knowledge of customer relationship management techniques.
• French and English fluent.

What we offer:

• A stimulating work environment with opportunities for development..
•  An attractive salary package.
• Social benefits: transportation, meals, etc..
• Continuing training to develop your skills.

Experience in the call center field is required.

How you can apply?

• Contact us at 73 202 303 (office) or +216 92 545 154 (mobile/WhatsApp), available from 9am to 6pm, Monday to Friday