Operations Lead – Contact Centre

About the role

We are looking for an experienced Operations Lead to manage day‑to‑day activities of our contact centre in Antananarivo. The role focuses on delivering service excellence, meeting client objectives and driving continuous improvement across the operation.

Key responsibilities

• Lead and manage contact centre operations to achieve service, quality, productivity and customer satisfaction targets.
• Monitor and improve KPIs, SLAs and operational metrics.
• Oversee workforce planning, resource allocation and capacity management.
• Coach, mentor and develop Team Leaders and operational staff.
• Ensure compliance with client requirements, company policies and operational processes.
• Identify process improvement opportunities and implement best practices.
• Manage stakeholder communications and provide regular operational reporting.
• Support employee engagement, performance management and retention initiatives.

Required profile

• 10+ years of experience in contact centre or customer operations, including leadership of large teams.
• Strong understanding of contact centre metrics, service delivery and operational excellence.
• Excellent people and stakeholder management abilities.
• Fluent verbal and written communication in English and French.
• Strong analytical, problem‑solving and decision‑making skills.
• Ability to thrive in a fast‑paced, performance‑driven environment.

Required skills