Customer Operations Team Leader

We are looking for a motivated Customer Operations Team Leader to join our client, a leading European affinity insurance group that designs and manages innovative insurance solutions across various sectors (retail, telecom, banking, etc.), at its operations center in Tunis.

For this position, you will be hired directly by our client.

Key Responsibilities:

1. Daily Operations & Activity Management

• Organize and monitor the daily activities of the customer service team across multiple channels (phone, email, chat).

• Plan, prioritize, and adjust tasks according to volumes, urgencies, and performance objectives.

• Track performance indicators (KPIs: quality, deadlines, productivity) and implement corrective actions as needed.

• Ensure compliance with procedures and service standards, especially during periods of high activity.

• Provide operational support when needed and lead by example by handling customer requests alongside the team members.

• Manage complex or escalated customer cases.

2. Team Leadership & Skills Development

• Lead, coach, and motivate the team on a daily basis in a dynamic environment.

• Identify training needs, coordinate with trainers, and ensure proper implementation of development actions.

• Monitor staff progress through coaching sessions, feedback, and follow-up on individual development plans.

• Foster team autonomy and mastery of processes to secure quality and performance.

3. Quality of Service & Customer Satisfaction

• Supervise and ensure the quality of customer interactions and case handling.

• Ensure that policyholders are supported promptly and effectively.

• Collaborate with experts and stakeholders to resolve specific or complex cases in a multi-site environment.

4. Continuous Improvement & Change Management

• Propose and contribute to improvement plans for processes, tools, and service quality.

• Act as a change ambassador, promoting adoption of new practices and tools.

5. Communication & Coordination

• Organize and lead team meetings.

• Ensure smooth information flow between the team, management, training, and other stakeholders.

• Escalate alerts, risks, and organizational needs in a structured manner, proposing solutions.

6. Administrative & Back-Office Tasks

• Ensure proper handling of requests, claims, and policy renewals.

• Prepare performance reports and contribute to internal reporting activities.

Requirements:

• Bachelor’s degree in business administration, Communications, Insurance, or a related field.

• Minimum of 3 years of experience in customer service and at least 1 year in a supervisory role.

• Solid experience in activity management (planning, queues, volumes, KPIs) and performance monitoring.

• Experience in change management and implementing new processes/tools is a strong advantage.

• Knowledge of the insurance industry is a plus.

• Proficiency in CRM systems and customer management tools.

• Comfortable with digital environments and multiple systems/processes.

• Proficient in performance management using key indicators (quality, deadlines, productivity) and action plans.

• Fluent level of Spanish is necessary, a good level of English is a plus.