Site Manager - English Speaking Call Center

 Site Manager - English Speaking Call Center - Sousse

We are looking for a Site Manager - English Speaking Call Center.
As a Site manager, you will be responsible for the overall management of call center operations. You will supervise production teams, guarantee operational performance and ensure customer satisfaction.

Responsibilities:

• Supervise and coordinate call center production teams (supervisors, agents, team leaders, etc.).
• Ensure achievement of performance, quality and productivity objectives.
• Optimize processes to improve efficiency and customer satisfaction.
• Analyze performance indicators (KPI) and propose corrective actions if necessary.
• Collaborate with HR teams for recruitment, training and employee performance management.
• Manage relationships with customers and ensure their needs are well taken care of.
• Develop regular reports for management on the center's performance.

Profil recherché :

• Diploma in management, commerce, or equivalent.
• Proven experience of at least 2 years managing a call center or similar production team.
• Excellent leadership and team management skills.
• Strong results orientation and ability to work under pressure.
• Mastery of call center management tools (CRM, telephone software, etc.).
• Good knowledge of customer relationship management techniques.
• French and English fluent
• Experience in the call center field is required

What we offer:

• A stimulating work environment with opportunities for development.
• An attractive salary package( We offer a competitive salary aligned with your experience and performance.)
• Social benefits: transportation, meals, etc.].
• And a range of additional benefits