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DESCRIPTION
Workster is partnering with a global leader in customer experience and business process outsourcing to recruit a skilled Team Leader for the French-speaking team on a major insurance support project. This role is a great opportunity to lead and empower a dynamic contact center team delivering high-quality service for a prominent international client.
As a Team Leader, you will be responsible for managing day-to-day operations, supporting and guiding a group of customer service agents, and ensuring performance targets and client expectations are consistently met.
Your Role
- Lead, motivate, and manage a team of French-speaking customer service agents
- Monitor team performance and ensure achievement of key KPIs and SLAs
- Provide regular feedback, performance reviews, and coaching sessions
- Manage daily workflow and schedules to ensure optimal coverage and productivity
- Collaborate with quality, training, and operations teams to drive continuous improvement
- Act as the first point of escalation for agent or customer issues
- Report on team performance, challenges, and progress to management
- Promote a positive and inclusive team culture
REQUIREMENTS
- Native or near-native level of French (C2) and a good command of English
- Previous experience as a Team Leader or in a senior customer service role, preferably in a contact center environment
- Strong leadership, organizational, and communication skills
- Ability to analyze KPIs and implement action plans to drive improvement
- Customer-oriented mindset and solution-driven approach
- Experience in insurance or health-related services is an advantage
- Resilient and comfortable working in a fast-paced, high-volume environment