Operations Manager

CUSTOMER SERVICE OPERATIONS MANAGER

Location: Antananarivo, Madagascar

Work Arrangement: On-site / Work from Office

Employment Type: Full-Time

Schedule: 24/7 Rotational Shifts

Role Overview

We are looking for an experienced Customer Service Operations Manager to oversee daily customer service operations, lead operational teams, and ensure service quality, productivity, and customer satisfaction. The ideal candidate will have strong leadership, performance management, and problem-solving skills, along with excellent French communication abilities.

Key Responsibilities

• Oversee daily customer service operations and ensure smooth workflow management.
• Manage and lead team leaders, supervisors, and customer service agents.
• Monitor operational KPIs, including CSAT, SLA, AHT, FCR, productivity, and attendance.
• Develop and implement strategies to improve service quality and operational efficiency.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Analyze performance reports, identify gaps, and implement corrective action plans.
• Handle escalations, complex customer issues, and operational challenges.
• Coordinate with HR, Quality Assurance, Training, and other departments.
• Prepare regular performance reports and provide updates to senior management.
• Support workforce planning, shift scheduling, resource allocation, and team development.

Requirements

• 4–6+ years of experience in customer service or contact center operations.
• At least 2 years of experience in a managerial or senior leadership role.
• Proven experience managing teams and achieving operational targets.
• Strong knowledge of contact center KPIs, reporting, and performance management.
• Excellent leadership, communication, decision-making, and problem-solving skills.
• Proficiency in French at C1 level or above .
• English proficiency at B1 level or above .
• Ability to work on-site and adapt to 24/7 rotational shifts.

What We Offer

• Opportunity to lead and improve customer service operations.
• Collaborative and performance-driven work environment.
• Professional growth and leadership development opportunities.