Operations Manager - Rabat / Casabalnca / Tanger
Company sector : Call Center
COMPANY :
Sitel Group officially becomes Foundever™.
Foundever™ is a global leader in customer experience (CX). With 170,000 employees worldwide, we are the team behind the best experiences for the world's 750 largest international and digital brands.
Our innovative CX solutions, technology, and expertise are designed to meet our clients' operational needs and provide them with a seamless experience, anywhere and anytime. Handling 9 million experiences every day in over 60 languages and 45 countries, Foundever combines the strength of a global presence with an entrepreneurial approach, enabling companies of all sizes and industries to transform their CX.
Company culture :
Foundever is defined by a culture strongly driven by innovation, where creativity, agility and experimentation play a central role in daily operations. This focus is closely balanced by a collaborative culture that emphasizes teamwork, trust and a supportive, people-oriented management style. A competitive dimension reinforces performance expectations and results orientation, while a more moderate organizational component provides structure and reliability. The environment is well suited to curious, committed profiles who thrive in dynamic and evolving settings.
Job :
- Lead operational teams to achieve and exceed business goals, including service quality, financial results, client satisfaction, and employee engagement.
- Ensure consistent achievement of all financial and operational KPIs across the assigned site.
- Participate in recruitment, selection, onboarding, and ongoing development of team members to strengthen performance and retention.
- Provide line management support to Coaches supervising new hires during induction and training.
- Monitor absenteeism and attrition and implement proactive corrective actions as needed.
- Follow Employee Satisfaction trends and ensure action plans are properly executed and reviewed.
- Conduct client satisfaction surveys and ensure follow-up measures are implemented.
- Manage client escalations linked to operational team performance.
- Ensure accurate forecasting and scheduling using client data and planning tools.
Required profile :
- Bachelor’s degree in Management, Business Administration, Computer Science, Mathematics, Statistics, Economics, or any related field.
- Excellent command of English & French OR English & Spanish (depending on the specific role).
- Strong leadership with experience managing large teams and multiple operational groups.
- Proven performance management skills (coaching, appraisals, feedback, development).
- Strong interpersonal and client relationship-building skills.
- Solid computer literacy and ability to work with operational tools and reporting systems.
- Minimum of 12 months of experience as a Team Manager / Operations manager.
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