Care Operations Manager - French

📋 Description

• Oversee daily operations of one contact centre team based at BPOs
• Collaborate with multiple departments to drive business success
• Analyze operational data; identify improvements; implement strategies
• Manage performance of service queues across customers, partners, and riders
• Lead projects to improve KPIs (CSAT, Policy Adherence, AHT, QA)
• Present performance updates to executives and Care leadership

🎯 Requirements

• Fluent in French
• 2+ years as an Ops Manager (or equivalent) in customer service (BPO/in-house)
• Can prioritise multiple project workstreams concurrently
• Detailed understanding of customer service metrics (CSAT, AHT)
• Strong analytical background with data-driven insights (Excel pivot tables, INDEX MATCH)
• CRM systems (Zendesk, Amazon Connect) and BI tools (Looker, Tableau, Power BI)

🎁 Benefits

• Healthcare, wellbeing, parental leave, pensions vary by country
• Generous annual leave allowances
• Time off to support charitable causes
• Diversity and inclusion commitments; adjustments on request