Chef de projet (F/H) - Marrakech - Français - Anglais - Confirmé
Core
Senior project manager leading a large customer service team in a contact center, ensuring operational KPIs, profitability, and quality standards are met for global clients.
Role type
Senior IC project manager (customer service operations)
Builds
Customer service operations and process optimization for global accounts
Domain
BPO / Customer Service / Operations
Required skills
Team management (100+ people), KPI analysis, operational reporting, process compliance, incident management, stakeholder collaboration
Preferred skills
Analytical thinking, synthesis, proactive decision-making, leadership
Technologies
N/A
Responsibilities
Monitor operational KPIs (quality, quantity, profitability, turnover, absenteeism), manage senior supervisors, prepare reports for top management, lead production committees, ensure process compliance, handle production incidents, maintain social climate
Seniority
Senior, hands-on IC