Contact Center Manager

Optimis Tech; Paris; Sur place; EUR 47 877 - 62 822; Plein temps

Résumé du poste

Optimis Tech is looking for a Contact Centre Manager to improve Contact Centre performance in Paris. The role requires leading and optimising call centre operations, ensuring efficiency, and managing outsourced providers. Candidates should have over 7 years of experience in call centre management, strong analytical skills, and be fluent in French and English. The position offers a competitive daily rate and a 3-month contract with a view to a permanent role.

Qualifications

• 7+ years’ experience managing mid-to-large scale call centres.
• Proven leadership and people development experience.
• Strong knowledge of call centre best practices and KPIs.

Responsabilités

• Lead and optimise outsourced call centre operations.
• Ensure cost efficiency and sustainable performance.
• Design improved customer enquiry and complaint management processes.

Connaissances

Leadership

Call Centre Management

Analytical Skills

Customer Service Excellence

Fluent in French

Fluent in English

GDPR Compliance

Outils

Advanced Excel

PowerPoint

BI Tools

Description du poste

Job Title: Contact Centre Manager (Operational Business Manager)

Location: Paris, France (Fully Onsite)

Rate: Negotiable

Contract: 3-month full-time contract, with a view to a permanent position

Start Date: ASAP

About the Company:

Our client is a global leader in hearing care solutions, operating a large international retail network focused on delivering high-quality, customer-centric services. With a strong presence across Europe, the organisation combines clinical expertise, innovative technology and operational excellence to enhance customer experience and commercial performance.

As part of its continued focus on optimising sales and customer engagement, the business is seeking a senior operational expert to strengthen its Contact Centre performance in France.

The Role:

This is a highly operational, hands‑on assignment for an experienced Contact Centre professional who will be embedded onsite between Amiens and Paris.

The successful candidate will act as a senior operational advisor and business manager, supporting the improvement of sales activities managed via the Contact Centre. The primary focus is outbound activity aimed at calling prospects and the existing customer base to arrange appointment bookings for retail stores.

The environment is complex, involving two distinct operating models and multiple external providers, one of which is currently underperforming against expected quality standards.

This role requires immediate impact, structured governance and strong analytical capability combined with pragmatic execution.

Key Responsibilities

• Lead and optimise outsourced call centre operations (inbound & outbound) to maximise appointment generation, conversion and ROI.
• Ensure cost efficiency (CPA) and sustainable performance through strong outsourcer management and KPI monitoring.
• Design and continuously improve customer enquiry and complaint management processes, building an effective first point of contact.
• Implement call monitoring systems and quality standards to guarantee customer experience excellence.
• Drive process improvements and manage organisational impact (training, communication, change implementation).
• Develop and manage SLAs with internal stakeholders and external partners.
• Ensure ongoing training and alignment of outsourcers on products, policies, scripting and service standards.
• Collaborate cross-functionally to ensure smooth execution and alignment with business goals.

Profile & Qualifications

• 7+ years’ experience managing mid-to-large scale call centres (inbound & outbound), ideally with outsourced providers
• Proven leadership and people development experience
• Strong knowledge of call centre best practices, KPIs and CTI systems
• Strong experience with outbound projects will be considered a plus
• Solid understanding of GDPR regulations for the specific market
• Advanced Excel and PowerPoint skills; experience with BI tools
• Fluent French and English (written and spoken); Italian will be considered a plus
• Both strategic and “hands‑on” approach
• Full-time contract for an initial 3 months.
• Strong likelihood of extension based on performance and business needs.
• Competitive daily rate up to €300.