Experienced Team Leader in Banking Customer Service - Casablanca

Company :

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

Today, 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 a Team Leader, you will have the opportunity to lead a team and actively contribute to excellent customer service, specifically in the banking sector. Your role will be central to achieving the qualitative and quantitative goals 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 your employees' skills and implementing the best operational practices to achieve the company's objectives.

Your main tasks will include:

• Leading and motivating a team of telebankers.
• 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 main point of contact for complex customer issues.

Required profile :

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

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

The skills sought include:

• Solid experience in team management in a call center environment.
• Excellent communication and interpersonal skills.
• Ability in project management and data analysis.
• A good understanding of the challenges 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 see yourself in this profile and wish to take on this challenge, apply now using the button "Send my resume to the recruiter" below.

Head office address :

Desired personality traits :

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