Customer Operations Team Leader

We are seeking for a motivated Insurance Operations Officer to join our client, a leading European affinity insurance group that designs and manages innovative insurance solutions across various sectors (retail, telecom, banking, etc.), at its operations center in Tunis.

Key Responsibilities:

1. Daily Operations & Activity Management

• Organize and monitor the daily activities of the customer service team across multiple channels (phone, email, chat).
• Plan, prioritize, and adjust tasks according to volumes, urgencies, and performance objectives.
• Track performance indicators (KPIs: quality, deadlines, productivity) and implement corrective actions as needed.
• Ensure compliance with procedures and service standards, especially during periods of high activity.
• Provide operational support when needed and lead by example by handling customer requests alongside the team members
• Manage complex or escalated customer cases.

2. Team Leadership & Skills Development

• Lead, coach, and motivate the team on a daily basis in a dynamic environment.
• Identify training needs, coordinate with trainers, and ensure proper implementation of development actions.
• Monitor staff progress through coaching sessions, feedback, and follow-up on individual development plans.
• Foster team autonomy and mastery of processes to secure quality and performance.

3. Quality of Service & Customer Satisfaction

• Supervise and ensure the quality of customer interactions and case handling.
• Ensure that policyholders are supported promptly and effectively.
• Collaborate with experts and stakeholders to resolve specific or complex cases in a multi-site environment.

4. Continuous Improvement & Change Management

• Propose and contribute to improvement plans for processes, tools, and service quality.
• Act as a change ambassador, promoting adoption of new practices and tools.

5. Communication & Coordination

• Organize and lead team meetings.
• Ensure smooth information flow between the team, management, training, and other stakeholders. Escalate alerts, risks, and organizational needs in a structured manner, proposing solutions.

6. Administrative & Back-Office Tasks

• Ensure proper handling of requests, claims, and policy renewals.
• Prepare performance reports and contribute to internal reporting activities.

Requirements:

• Bachelor’s degree in business administration, Communications, Insurance, or a related field.
• Minimum of 3 years of experience in customer service and at least 1 year in a supervisory role.
• Solid experience in activity management (planning, queues, volumes, KPIs) and performance monitoring.
• Experience in change management and implementing new processes/tools is a strong advantage.
• Knowledge of the insurance industry is a plus
• Proficiency in CRM systems and customer management tools.
• Comfortable with digital environments and multiple systems/processes.
• Proficient in performance management using key indicators (quality, deadlines, productivity) and action plans.
• Fluent level of Spanish is necessary, a good level of English is a plus.

Competencies:

• Strong leadership, communication, and problem-solving skills.
• Ability to motivate, empower, and federate the team.
• Results-oriented with strong quality focus.
• Highly organized, rigorous, and able to manage priorities in a dynamic environment.
• Flexible schedule.
• Analytical thinking, proactive mindset, and ability to absorb, structure, and process information effectively.