Bilingual Contact Center Team Leader (English & French) – Rabat, Morocco

Job Description

OFFRE D’EMPLOI – ENTREPRISE NON SPÉCIFIÉE

POSTE: Bilingual Contact Center Team Leader (English & French) – Rabat, Morocco
ENTREPRISE: Entreprise non spécifiée
TYPE DE CONTRAT: Stage
LIEU: Khouribga

DESCRIPTION DE L’OFFRE:
DESCRIPTION
IO Solutions is looking for a bilingual (French and English) Team Leader. Reporting to the Customer Service Management team, the Team Leader will be responsible for their own team of agents. This role involves supporting and guiding agents during call handling, ensuring teamwork and effective communication with agents and other members of the organization. The Team Leader will also ensure compliance with procedures, standards, and the company’s code of conduct.
QUALIFICATIONS

Strong verbal and written communication skills in both French and English
Flexible work schedule availability
Strong computer skills (Microsoft Word & Excel)
Customer service, teamwork, and initiative oriented
Leadership, problem-solving, results-oriented, and coaching skills
Ability to develop employees’ skills in call management, quality, and behavior improvement
Ability to perform certain administrative tasks such as maintaining employee files, tracking performance, etc.

YOUR ROLE

Provide daily coaching to agents to help them achieve expected results in both sales performance and call quality
Deliver exceptional customer service and demonstrate quality during supervisor calls or live call monitoring (mentoring)
Enhance team performance through side-by-side and remote call monitoring, providing consistent feedback in both cases
Document all agent interactions and coaching sessions
Effectively develop agents’ skills, particularly in call management and quality, and ensure prop… [Description complète disponible sur demande]

INFORMATIONS:
– Localisation: Khouribga
– Type de contrat: Stage
– Avantages sociaux selon la convention collective

POSTE BASÉ À KHOURIBGA