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Description and Requirements

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Operations Team Leader - T|French

The Operations Team Leader - Trilingual French  - is responsible for directing, coaching and developing the team of Operations CSR’s III from  the French language under his/her charge, providing the necessary tools for his/her team to perform their tasks in order to ensure ongoing compliance metrics assigned to the account.

Main Responsibilities:

Develop team’s talent, motivate and retain employees, manage Key Performance Indicators (KPI). Ensure effective implementation and daily management of the company’s values, policies and procedures, provide support in solving customer problems, prepare and submit reports. Identify and follow up on agent payroll issues, provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.            



  • People skills – great customer service skills

  • Team development

  • Orientation to results

  • Excellent written and verbal communication skills in both languages

  • Ability to multitask under pressure and meet deadlines

  • Positive and proactive attitude

  • People skills – great customer service skills

  • Teamwork

  • Attention to details

  • People Management

  • People Orientated

  • Presentation Skills


  • Excel - Advanced

    • Functions: (SUMIF, average, count,conditioning formulas (IF, AND,OR)

    • Preparation and presentation of advanced graphics

    • PivotTables

    • Search the data value by:VLOOKUP.

    • Format Cells

    • Advanced Filters

  • French and English level of 8 and above

  • Switchgear trained (desirable)

  • Basic Knowledge if Collections (desirable)

Studies and Experience:

  • Third year or graduate of Business Administration, Industrial Engineering or related career - Desirable(not necessary)

  • Experience as a team leader (minimum 6 months)

  • Call Center Industry experience (minimum 6 months)

  • Proven experience in personnel management - Desirable

Additional Job Description

The Team Manager’s main objective is to ensure agent compliance with account Key Performance Indicators in order to achieve account objectives, provide motivation, implement improvement opportunities and promote a healthy teamwork environments for the company.

Required Language(s)

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