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

About the role

We are seeking a proactive Head of Customer Service & Contact Center Operations who is fluent in French to lead end‑to‑end service delivery across multiple projects and accounts. The role requires strong operational management, stakeholder coordination, and the ability to maintain high‑quality delivery aligned with client expectations and SLAs.

Key responsibilities

• Manage end‑to‑end service delivery operations for assigned projects and accounts.
• Ensure timely, high‑quality delivery that meets client expectations and SLA commitments.
• Coordinate with internal teams, clients, vendors, and other stakeholders to drive operational efficiency.
• Monitor project progress, timelines, risks, and escalations, and lead daily operational activities.
• Plan resources, manage workflow, and maintain strong client relationships as the primary delivery point of contact.
• Conduct regular status reviews, reporting, and performance tracking.
• Identify process improvement opportunities and implement best practices.
• Ensure compliance with company policies, quality standards, and client requirements.
• Support team management, performance monitoring, and issue resolution.

Required profile

• Proven experience in service delivery, operations management, project coordination, or client services.
• Strong understanding of end‑to‑end operational processes and delivery management.
• Excellent verbal and written communication skills, with the ability to manage multiple projects simultaneously.
• Demonstrated stakeholder and client management abilities.
• Problem‑solving mindset with strong organizational skills.
• Experience handling escalations and driving effective resolutions.

Required skills

• Proficiency with Microsoft Office tools.
• Experience using project tracking and reporting platforms.