Operations Manager – Bilingual (English & French)

Job description

IO Solutions Contact Center is seeking an experienced bilingual (English and French) Operations Manager to lead one of our business lines in Rabat. Reporting to the Operations and Account Director, the Operations Manager will ensure client KPIs are met, coach and develop Team Leaders, and oversee daily operations across teams.

What We Offer

• A dynamic and multicultural work environment
• Competitive incentive programs and recognition initiatives
• Career growth opportunities through our Advancement Program
• Long-term job stability

Responsibilities

• Lead, coach, and develop Team Leaders to achieve performance goals
• Monitor and validate daily KPI reports and take corrective actions as needed
• Oversee staffing, scheduling, payroll validation, and attendance tracking
• Conduct monitoring of customer-agent interactions and provide feedback to enhance performance
• Support recruitment, onboarding, and retention initiatives in collaboration with HR and Training
• Coordinate communication between internal departments and our client
• Participate in client meetings, operational reviews, and audits
• Ensure compliance with company policies and client standards
• Implement process improvements to increase efficiency, employee engagement, and client satisfaction
• Handle ad hoc client requests, disciplinary actions, and team support as needed

Qualifications

• Excellent verbal and written communication in French and English
• Strong leadership and coaching skills
• Proficient in Microsoft Word, Excel, and PowerPoint
• Well organized with excellent time management skills
• Ability to manage multiple priorities in a fast-paced environment
• Customer-focused, collaborative, and proactive
• Knowledge of scheduling processes (an asset)

Benefits

• Competitive salary plus stability of employment
• Dynamic and challenging work environment
• Career Advancement program