Team Leader - Customer Relations Center - Casablanca

Company :

Created in 2003, the OUTSOURCIA group is an operator specialized in outsourcing professions: remote customer relations management, multi-service, multilingual and multichannel (call centers, email management, chat solutions, telemarketing and customer relations on social networks), outsourcing of Back Office professions (BPO), digital services (development of specific applications, web or mobile, digital communication and Community Management) and studies.

To date, OUTSOURCIA employs 3600 employees across 12 production sites in Morocco, France, Tunisia, and Madagascar, and works with renowned clients such as: Aquarelle, Renault, Total, Orange, Histoire d'Or, Manutan, Marionnaud, Mister Auto, Seloger.com, Veepee, etc.

To learn more, visit www.outsourcia.com

Company culture :

Outsourcia operates within a predominantly competitive and performance-driven culture, where ambition, challenge and the achievement of measurable goals are key drivers of success. The company promotes self-improvement, competitiveness and a strong customer focus, with a clear emphasis on results and market positioning. This performance mindset is complemented by a collaborative and people-oriented dimension, encouraging team cohesion, accountability and supportive management. Innovation and structured processes further enhance efficiency and organizational agility.

Job :

As part of the development of our activities, we are looking for a Team Leader capable of managing operational performance, supporting their employees, and contributing to the achievement of production and quality objectives.

If you have solid experience in management in a customer relations center and wish to grow in a dynamic and multicultural environment, this opportunity is for you.

Your main missions

As a Team Leader, your mission will be to:

Manage, motivate, and support a team of advisors to achieve set goals.
Monitor and analyze performance indicators (productivity, quality, customer satisfaction, absenteeism, etc.).
Implement action plans to improve individual and collective results.
Conduct coaching, feedback, and evaluation sessions to develop your employees' skills.
Ensure compliance with procedures, quality standards, and contractual commitments.
Identify training needs and support the integration of new employees.
Provide regular reporting to management and suggest areas for continuous improvement.
Foster a positive, motivating, and performance-oriented work climate.

Required profile :

Associate's degree (Bac+2) minimum, ideally in management, business administration, or equivalent.
Significant experience as a Team Leader, Team Lead, or Supervisor in a call center or customer relations center.
Excellent skills in management, coaching, and performance management.
Strong analytical and decision-making abilities.
Organizational skills, autonomy, and results-oriented.
Good interpersonal skills and excellent communication abilities.
Proficiency in office software and performance management tools.

Mandatory language skills

The candidate must be at least bilingual and master one of the following language combinations:
English / Spanish
English / Italian
French / Spanish
French / Italian
English / Dutch
French / Dutch

Excellent oral and written communication in mastered languages is essential.

Qualities we are looking for:

Natural leadership and ability to unite a team.
Analytical and problem-solving skills.
Sense of responsibility and initiative.
Customer focus and results-driven.
Ability to work in a dynamic and multicultural environment.

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Involvement at work Tenacity Need for action Organization Team work