Customer Service Operations Manager

About the role

We are seeking an experienced Customer Service Operations Manager to lead daily customer service activities, manage operational teams, and ensure high service quality and customer satisfaction in a 24/7 environment.

Key responsibilities

• Oversee daily customer service operations and ensure smooth workflow management.
• Manage and lead team leaders, supervisors, and customer service agents.
• Monitor operational KPIs such as CSAT, SLA, AHT, FCR, productivity, and attendance.
• Develop and implement strategies to improve service quality and operational efficiency.
• Handle escalations, complex customer issues, and operational challenges.
• Coordinate with HR, Quality Assurance, Training, and other departments.
• Prepare regular performance reports and provide updates to senior management.
• Support workforce planning, shift scheduling, resource allocation, and team development.

Required profile

• 4–6+ years of experience in customer service or contact center operations.
• At least 2 years in a managerial or senior leadership role.
• Proven experience managing teams and achieving operational targets.
• Strong knowledge of contact center KPIs, reporting, and performance management.
• Excellent leadership, communication, decision‑making, and problem‑solving skills.
• Ability to work on‑site and adapt to 24/7 rotational shifts.

Required skills

• Proficiency in French at C1 level or above.
• English proficiency at B1 level or above.

What we offer

• Opportunity to lead and improve customer service operations.
• Collaborative and performance‑driven work environment.
• Professional growth and leadership development opportunities.