Operations Lead

About the role

We are seeking an experienced Operations Lead to oversee our contact centre in Antananarivo. The role focuses on driving operational excellence, managing large teams and ensuring superior customer experience.

Key responsibilities

• Lead and manage end‑to‑end contact centre 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 organisational policies, quality standards and client expectations.

Required profile

• 15+ years of experience in Contact Center/BPO operations.
• Proven experience managing large‑scale operations and multiple teams.
• Strong leadership, stakeholder management and people‑development skills.
• Expertise in KPI, SLA and performance management.
• Excellent analytical, problem‑solving and communication abilities.
• Willingness to work onsite in Antananarivo, Madagascar.

Required skills