Job description

Job :

Are you passionate about the call center sector and have a strategic vision? Our company, a leader in its field, is looking for a dynamic Site Manager to join its teams in Casablanca. This position is a unique opportunity to lead a thriving call center and actively contribute to its success.

The main objective will be to ensure the operational excellence of our Casablanca site. This will involve supervising all activities, optimizing the performance of teams and processes, while maintaining a motivating and productive work environment. Your role will be key in achieving our growth and customer satisfaction objectives.

• Supervise and manage the daily operations of the call center, ensuring the achievement of production and quality objectives.
• Lead and motivate operational teams, fostering their development and engagement.
• Implement and monitor key performance indicators (KPIs) to analyze results and identify areas for improvement.
• Ensure compliance with internal procedures and quality standards.
• Collaborate closely with other departments to ensure synergy and overall performance.
• Be the guarantor of the customer experience and the quality of service provided.

To be considered for this position, you must hold a degree of Bac +3 (Bachelor's degree equivalent).

Solid experience of 5 to 20 years in call center management is essential. This experience must have been acquired in operational management roles, with a thorough understanding of the sector's professions.

• Proven expertise in call center management, including an excellent understanding of operations and industry challenges.
• Proven skills in project management, enabling the successful completion of continuous improvement initiatives.
• Ability to analyze complex data and make informed decisions based on performance indicators.
• Natural leadership, with a proven ability to motivate and unite teams.
• Excellent communication and interpersonal skills.
• Strong customer focus and a constant concern for quality.
• Adaptability and resilience in the face of industry challenges.