Operations Assistant Manager – Bilingual (French & English)

About the role

Teleperformance is seeking a bilingual Operations Assistant Manager to lead and optimise customer support teams. The role combines team leadership, process improvement and data‑driven decision making to ensure high‑quality service for French‑ and English‑speaking clients.

Key responsibilities

• Supervise and coach Team Leads and customer support representatives, conducting weekly meetings and performance feedback.
• Analyse support workflows, identify bottlenecks and implement streamlined processes to improve response times and issue resolution.
• Define and monitor KPIs such as response time, resolution rate and customer satisfaction, taking corrective actions when needed.
• Collect, analyse and present support data to senior management, supporting strategic decisions.
• Handle escalated customer issues, coordinate with cross‑functional teams and act as the client point of contact for operational matters.

Required profile

• Bachelor’s degree in business management, operations or a related field, or equivalent experience.
• At least 4 years of customer service experience, including 1‑2 years in a team‑lead or supervisory role.
• Strong organisational, communication and problem‑solving abilities, with fluency in English (business level) and French.

Required skills

• Proficient use of Microsoft Word.
• Proficient use of Microsoft Excel.
• Proficient use of Microsoft PowerPoint.