Superviseur Call Center Expérimenté

About the role

IA VOX is looking for an experienced Call Center Supervisor to lead a team of teleoperators in its Alger office. The role focuses on daily team management, performance monitoring, and rapid implementation of corrective actions to meet defined targets.

Key responsibilities

• Lead and motivate a team of teleoperators on a daily basis.
• Organise workflow, allocate objectives and monitor individual and collective performance.
• Track key indicators such as call volume, qualified contacts, appointments, conversion rate and quality.
• Ensure call quality, adherence to scripts and procedures, and conduct regular listening sessions, debriefings and coaching.
• Identify improvement areas and implement corrective actions.
• Train and onboard new teleoperators.
• Monitor attendance, punctuality and compliance with internal rules.
• Report operational issues and provide activity reports to management.
• Contribute to the continuous improvement of scripts, tools and internal procedures.

Required profile

• Significant experience supervising a call‑center team, preferably in teleprospecting or commercial production.
• Excellent oral and written French communication skills.
• Result‑oriented mindset with strong analytical abilities.
• Proven capability to drive performance improvements while maintaining high quality and motivation.

Required skills

What we offer

• Competitive salary starting from 65 000 DA.
• Full‑time permanent position in a growing company.
• Opportunities for professional development and career progression.