Head - Customer Service & Contact Center Operations (French Speaking)

Head - Customer Service & Contact Center Operations

Job SummaryWe are looking for a proactive and detail-oriented Service Delivery Head to oversee end-to-end service operations and ensure seamless delivery. The ideal candidate should possess strong operational management skills, excellent communication abilities, and experience managing stakeholders, teams, and service performance in a fast-paced environment.

Key ResponsibilitiesManage end-to-end service delivery operations across assigned projects/accountsEnsure timely and high-quality delivery aligned with client expectations and SLAsCoordinate with internal teams, clients, vendors, and stakeholders to drive operational efficiencyMonitor project progress, delivery timelines, risks, and escalationsLead daily operational activities, resource planning, and workflow managementMaintain strong client relationships and act as the primary point of contact for delivery-related mattersConduct regular status reviews, reporting, and performance trackingIdentify process improvement opportunities and implement operational best practicesEnsure compliance with company policies, quality standards, and client requirementsSupport team management, performance monitoring, and issue resolution

Required Skills & QualificationsProven experience in Service Delivery, Operations Management, Project Coordination, or Client ServicesStrong understanding of end-to-end operational processes and delivery managementExcellent verbal and written communication skillsStrong stakeholder and client management abilitiesAbility to manage multiple projects and priorities simultaneouslyProblem-solving mindset with strong organizational skillsExperience handling escalations and driving resolution effectivelyProficiency in Microsoft Office tools and project tracking/reporting platforms

Preferred QualificationsBachelor's degree in Business Administration, Management, Operations, or a related fieldExperience working in IT services, staffing/recruitment, managed services, or client operations environments is preferredFamiliarity with SLA/KPI management and reporting

Key CompetenciesLeadership & Team CoordinationClient Relationship ManagementOperational ExcellenceCommunication & Presentation SkillsTime Management & MultitaskingAnalytical & Problem-Solving Skills