Call Centre Operations Manager

Looking to grow your career in a dynamic environment? Were seeking an experienced leader to manage and support Team Leaders across our business unit. Role Purpose Lead Team Leaders to ensure operational performance metrics are consistently met. Key Requirements Minimum 2 years as a Team Leader Experience in contact centre metrics and reporting Able to lead both customer service and sales teams Willing to work in a shifted environment Responsibilities People Management Coach, mentor, and manage Team Leaders Oversee daily performance and development plans Conduct performance reviews and maintain HR compliance Customer Relations Resolve escalations and ensure service meets contractual expectations Participate in calibration sessions Reporting & Administration Analyse and report business data Improve reporting tools Monitor adherence and absenteeism Ensure smooth onboarding and time sheet accuracy Fluency in French and English will be an advantage! Ability to work USA hours a MUST. Key Requirements Minimum 2 years as a Team Leader Experience in contact centre metrics and reporting Able to lead both customer service and sales teams Willing to work in a shifted environment Fluency in French and English will an advantage!