Team Manager – Contact Center

About the role

We are seeking an experienced Team Manager to oversee end‑to‑end contact‑center operations in Antananarivo. The role involves managing voice, chat, email and back‑office teams, driving performance against key metrics and ensuring a high‑quality customer experience.

Key responsibilities

• Lead and manage multi‑channel support teams (voice, chat, email, back‑office).
• Drive KPIs such as Service Level, AHT, FCR, CSAT/NPS, quality and productivity.
• Monitor real‑time operations, manage queues and service levels.
• Handle escalations and ensure timely resolution.
• Conduct performance reviews, coaching and development planning.
• Collaborate with Training, QA, WFM and cross‑functional teams.
• Analyze performance data and prepare daily, weekly and monthly reports.
• Ensure adherence to SOPs, SLAs and compliance standards.
• Identify and implement process improvements for operational excellence.

Required profile

• 4–8 years of experience in contact‑center or BPO operations.
• 1–2 years in a team‑lead, assistant‑manager or SME role.
• Strong proficiency in French (mandatory) and English (B1/B2+).
• Demonstrated leadership, analytical and stakeholder‑management skills.

Required skills

• Proficiency with Microsoft Excel.
• Experience using Google Workspace (Docs, Sheets, etc.).