Customer Service and BPO Operations Supervisor
This know-how belongs to our “Customer service & administration” expertise (customer relations, multilingual support, data entry and back-office). It is carried out by a salaried Good-ID employee, supervised by our project managers. The service draws on 9 years in the trade and is delivered in French (C1) and English (B2). Remote delivery under a service contract with Good-ID Sàrl: we remain the employer, the supervisor and your single point of contract.
Role and background
With a background in outsourcing services for major French e-commerce clients such as Amazon, I oversee operational performance and excellence in omnichannel customer relations. My background, which combines team supervision, quality coaching, and team-building, enables me to balance the rigorous achievement of contractual KPIs with the sustainable development of employees’ skills. With an immediately operational approach, I provide European companies with seamless operational management, precise analytical tracking, and a constant commitment to end-customer satisfaction.
Professional Experience
Supervisor
Since February 2021 • Business Process Outsourcing (BPO) Company – Madagascar
Daily management of operations and direct supervision of agent teams to ensure excellence in customer service. Responsible for the optimal allocation of the human, technical, and material resources necessary for production. Rigorous monitoring of key performance indicators (KPIs) to ensure the achievement of quantitative and qualitative objectives set by management and the client. Served as a strategic liaison between the CDO and various internal stakeholders, ensuring smooth communication and compliance with contractual commitments.
Happiness Manager
December 2019–February 2021 • Business Process Outsourcing (BPO) Company – Madagascar
Implemented targeted initiatives to foster a positive corporate culture and strengthen internal cohesion. Responsible for improving the workplace environment, with a mission to boost employee engagement and motivation on a daily basis. Analyzed team needs and implemented concrete actions to streamline communication and strengthen professional bonds. Proactively identified and resolved operational obstacles to ensure optimal working conditions and maintain collective productivity.
Quality and Production Coach
November 2018–December 2019 • Business Process Outsourcing (BPO) Company – Madagascar
Oversaw quality control and continuously optimized the operational performance of call center agent teams. Conducted in-depth analyses to identify the root causes of performance gaps and design targeted, personalized support plans. Implemented systematic monitoring of key performance indicators to measure the effectiveness of corrective actions. Responsible for the overall skill development of customer service representatives through rigorous training, thereby ensuring that deliverables align with service excellence standards.
Customer Service Representative
May 2017–November 2018 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Managed the full scope of omnichannel customer relations on behalf of Amazon France by handling calls, emails, and chat sessions. Ensured rigorous order tracking and effectively resolved after-sales service complaints in accordance with quality standards. Ensure user satisfaction and loyalty through prompt, accurate, and situation-specific responses. Actively contribute to the service’s operational excellence by maintaining smooth and professional communication with a client base based in France.
Skills
Hard Skills: Performance Management & KPIs, Team Management & BPO Supervision, Omnichannel Customer Relations (After-Sales Service/E-commerce), Quality Assurance & Continuous Improvement, Reporting & Operational Analysis
Soft Skills: Inspirational leadership, interpersonal skills, coaching & training, results- and customer-oriented approach, workplace climate management
Strengths: Proven experience in customer service and team management in a BPO environment for major French accounts (Amazon France)
Degrees and Training
Training in Virtual Assistant and Community Management
Training in Audio Transcription
Training in Digital Marketing and Graphic Design
University Studies: Honors in Science
University of Tananarive
High School Diploma (Series D)
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 9 years of experience
- Working languages
- Markets covered
Outsource work in this field
Describe what you need: we build the team, we supervise it, and we answer for the work delivered. Good-ID remains the employer and your single point of contract.
Related skills in this field
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Anonymised record: no name, no contact details and no data allowing the person to be identified are published. Published for commercial purposes under the responsibility of Good-ID Sàrl, Geneva.