French Team Manager – Customer Support (BPO)

About the role

Alorica is seeking a French‑speaking Team Manager to lead a group of Customer Support Representatives in a fast‑paced BPO environment. You will ensure high‑quality service across phone, email and live‑chat channels while fostering team development and satisfaction.

Key responsibilities

• Manage a team of Customer Support Representatives handling inbound and outbound communications.
• Provide coaching, one‑on‑one feedback sessions and professional development support.
• Assist the Operations Manager in identifying and implementing process improvements.
• Communicate timely updates on support issues to relevant stakeholders.
• Attend regular operational and business review meetings.
• Monitor KPIs to guarantee service delivery standards.
• Review workflows, diagnose gaps and propose improvement plans.
• Prepare and distribute performance reports to site and global managers.
• Participate in recruitment and onboarding of new team members.
• Ensure legal compliance and content safety for short‑video platforms.
• Meet productivity and quality targets consistently.

Required profile

• Fluent in French (B2/C1) and English (B2/C1).
• Minimum 1 year proven experience as a Team Leader in a BPO or call‑center setting.
• Strong organizational and leadership abilities.
• Proficient with Microsoft Office, especially Word and Excel.
• Self‑motivated, goal‑oriented and eager to learn.
• Logical problem‑solving skills with the ability to multitask.
• Excellent oral and written communication skills.
• High level of professionalism.

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• Career development opportunities and extensive training programs.
• Access to top‑notch technologies and best practices.
• Supportive and excellent working environment.
• Regular company events and employee well‑being initiatives.