Astragale is a leader in the call center. Our goal is to provide superior service while maximizing operational efficiency.
As a Production Manager, you will be responsible for the overall management of call center operations. You will supervise production teams, guarantee operational performance and ensure customer satisfaction.
Job Description
• Supervise and coordinate call center production teams (supervisors, agents, team leaders, etc.).
• Ensure achievement of performance, quality and productivity objectives.
• Optimize processes to improve efficiency and customer satisfaction.
• Analyze performance indicators (KPI) and propose corrective actions if necessary.
• Collaborate with HR teams for recruitment, training and employee performance management.
• Manage relationships with customers and ensure their needs are well taken care of.
• Develop regular reports for management on the center's performance.
Profile sought:
• Diploma in management, commerce, or equivalent.
• Proven experience of at least two years managing a call center or similar production team.
• Excellent leadership and team management skills.
• Strong results orientation and ability to work under pressure.
• Mastery of call center management tools (CRM, telephone software, etc.).
• Good knowledge of customer relationship management techniques.
• French and English fluent.
What we offer:
A stimulating work environment with opportunities for development..
An attractive salary package.
Social benefits: transportation, meals, etc..
Continuing training to develop your skills.
Experience in the call center field is required.
