Head - Customer Service & Contact Center Operations (French Speaking)

Head – Customer Service & Contact Center Operations\n\nJob Summary\nWe are looking for a proactive and detail-oriented Service Delivery Head to oversee end-to-end service operations and ensure seamless delivery. The ideal candidate should possess strong operational management skills, excellent communication abilities, and experience managing stakeholders, teams, and service performance in a fast-paced environment.\n\nKey Responsibilities\nManage end-to-end service delivery operations across assigned projects/accounts\nEnsure timely and high-quality delivery aligned with client expectations and SLAs\nCoordinate with internal teams, clients, vendors, and stakeholders to drive operational efficiency\nMonitor project progress, delivery timelines, risks, and escalations\nLead daily operational activities, resource planning, and workflow management\nMaintain strong client relationships and act as the primary point of contact for delivery-related matters\nConduct regular status reviews, reporting, and performance tracking\nIdentify process improvement opportunities and implement operational best practices\nEnsure compliance with company policies, quality standards, and client requirements\nSupport team management, performance monitoring, and issue resolution\n\nRequired Skills & Qualifications\nProven experience in Service Delivery, Operations Management, Project Coordination, or Client Services\nStrong understanding of end-to-end operational processes and delivery management\nExcellent verbal and written communication skills\nStrong stakeholder and client management abilities\nAbility to manage multiple projects and priorities simultaneously\nProblem-solving mindset with strong organizational skills\nExperience handling escalations and driving resolution effectively\nProficiency in Microsoft Office tools and project tracking/reporting platforms\n\nPreferred Qualifications\nBachelor’s degree in Business Administration, Management, Operations, or a related field\nExperience working in IT services, staffing/recruitment, managed services, or client operations environments is preferred\nFamiliarity with SLA/KPI management and reporting\n\nKey Competencies\nLeadership & Team Coordination\nClient Relationship Management\nOperational Excellence\nCommunication & Presentation Skills\nTime Management & Multitasking\nAnalytical & Problem-Solving Skills