Experienced Team Leader in Banking Customer Service - Casablanca

Company :

Founded in 2003, the OUTSOURCIA group is an operator specialized in outsourcing professions: remote customer relationship 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, Madagascar and supports 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 a Team Leader, you will have the opportunity to lead a team and actively contribute to customer service excellence, specifically in the banking sector. Your role will be central in achieving the qualitative and quantitative objectives of your area.

The main goal is to ensure the optimal performance of your team, by guaranteeing a high level of customer satisfaction. You will be responsible for developing the skills of your employees and implementing best operational practices to achieve the company's objectives.

Your main missions will include:

• Leading and motivating a team of telephone bankers.
• Monitoring individual and collective performance indicators (quality, productivity, customer satisfaction).
• Coaching and supporting employees in their professional development.
• Managing skill development and corrective action plans.
• Participating in the continuous improvement of processes and tools.
• Ensuring compliance with current procedures and regulations.
• Being the preferred point of contact for complex customer issues.

Required profile :

A Bachelor's degree (Bac +3) is required for this position.

Experience of 1 to 5 years in a similar role, ideally in banking customer service or call centers, is highly appreciated.

The skills sought include:

• Solid experience in team management in a call center environment.
• Excellent communication and interpersonal skills.
• Aptitude for project management and data analysis.
• A good understanding of the issues in the banking sector.
• The ability to solve problems and make informed decisions.
• Good command of computer tools and contact center software.
• A strong results-oriented approach and the ability to unite a team around common goals.

If you recognize yourself in this profile and wish to take on this challenge, apply now using the "Send my resume to the recruiter" button below.

Head office address :

Desired personality traits :

Conventional Respect of the rules Extraversion Need for objectivity Emotional distance Rationalism Flexibility Need for action