French Team Lead - BPO

Intouch CX

Lead, motivate, and manage a team of French-speaking customer service representatives in a BPO environment.

Monitor daily team performance to ensure service level agreements (SLAs) and quality standards are consistently met.

Conduct regular coaching, feedback sessions, and performance reviews to support team development and growth.

Handle escalated customer issues, providing timely and effective resolution while maintaining high customer satisfaction.

Coordinate with cross-functional departments to streamline processes and improve operational efficiency.

Analyze team metrics and prepare reports on productivity, quality, and customer satisfaction for management review.

Implement best practices and process improvements to enhance the overall customer experience.

Facilitate training sessions and onboarding for new team members to ensure a smooth integration.

Foster a positive, inclusive, and collaborative team culture aligned with company values.

Ensure compliance with company policies, procedures, and regulatory requirements.

1-3 years of experience in a customer service or BPO environment, with at least some experience in a supervisory or team lead role.

Fluency in French and English, both written and spoken, is essential.

Proven ability to lead, coach, and motivate teams to achieve performance targets.

Strong problem-solving skills and the ability to handle escalated customer issues effectively.

Excellent communication and interpersonal skills.

Demonstrated ability to analyze data and generate actionable insights.

Experience working in a fast-paced, target-driven environment.

Strong organizational and time management abilities.

Proficiency with CRM systems, contact center software, and Microsoft Office Suite.

Willingness to work on-site as per the workplace arrangement.