Position Title: Lead Operations - Bilingual
We are seeking a Lead Operations-Bilingual to manage and support a team of customer service agents handling international clients. This role involves supervising daily operations, coaching agents, auditing calls for quality assurance, and ensuring the team meets performance metrics such as CSAT, AHT, and QA scores. The ideal candidate is fluent in both French and English, has at least 3-5 years of leadership experience in a customer service or BPO environment, and is skilled in handling escalations, performance management, and client communication. Proficiency in CRM and QA tools, along with strong leadership, communication, and analytical skills, is essential. A bachelor’s degree or equivalent work experience is required.