Team Lead – Operations (Antananarivo)

About the role

The Team Lead will oversee the on‑site operations team in Antananarivo, ensuring smooth, compliant, and high‑quality support delivery. This role combines people management, workflow coordination, and continuous process improvement to meet key performance targets.

Key responsibilities

• Conduct regular 1:1 coaching sessions and performance reviews to raise service quality.
• Manage daily workflow, capacity planning, and scheduling to guarantee coverage during peak hours.
• Act as escalation point for complex or sensitive queries, ensuring professional resolution.
• Monitor KPIs, identify bottlenecks, and implement process changes to improve funnel efficiency.
• Ensure adherence to Service Level Agreements, aiming for same‑day resolution.
• Maintain and update team knowledge bases for accurate, proactive support.
• Run quality assurance audits and enforce regulatory compliance with local and company standards.
• Collaborate with partners on conversion strategies and process optimization.
• Prepare weekly performance reports and propose systematic improvements.

Required profile

• Proven ability to lead, motivate, and develop a high‑performing team in a fast‑paced environment.
• Strong operational acumen: data‑driven analysis, bottleneck identification, and solution implementation.
• Excellent strategic communication skills for clear interaction with team members and senior stakeholders.
• High emotional intelligence and composure to resolve escalated issues professionally.
• Strong sense of ownership and accountability for team outcomes.

Required skills