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 combines strategic oversight with hands‑on management to ensure client expectations and service level agreements are consistently met.

Key responsibilities

• Manage end‑to‑end service delivery operations for assigned projects and accounts.
• Ensure timely, high‑quality delivery aligned with client SLAs.
• Coordinate with internal teams, clients, vendors and other stakeholders to drive operational efficiency.
• Monitor project progress, timelines, risks and escalations, providing regular status updates.
• Lead daily operational activities, including resource planning and workflow management.
• Maintain strong client relationships and act as the primary point of contact for delivery matters.
• Identify and implement process‑improvement initiatives and best practices.
• Ensure compliance with company policies, quality standards and client requirements.
• Support team performance monitoring, issue resolution and staff development.

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.
• Demonstrated ability to manage multiple projects and priorities simultaneously.
• Problem‑solving mindset with strong organisational abilities.
• Bachelor’s degree in Business Administration, Management, Operations or a related field.
• Experience in IT services, staffing/recruitment, managed services or client operations is a plus.
• Familiarity with SLA/KPI management and reporting.

Required skills

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