Team Lead - (Casablanca) 24/7 Shift Support

Company: Customer Relationship Management 

Requisition ID: 40424


Job Title:                            Team Leader - 24/7 Shift Support

Reporting to:                    Operations Lead

Location:                          Casablanca


Overall Job Purpose

This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As a Team Leader you will be responsible for managing a team of agents to support our client. You will be responsible for running the day to day business including business continuity planning, client relationship management, performance management, leadership and coaching. In order to be successful in this role you must embrace a fast changing and dynamic environment, and be comfortable interacting at all levels within your own organization while managing relationships within the client's organization. Successful candidates will work on a rotated shift pattern (morning, evening and nights) to cover 7 days a week, 24 hours a day.


Duties and Responsibilities

  • Lead and motivate employees to meet and exceed personal targets and team SLA’s (e.g. productivity & quality).
  • Conduct regular one to ones, team meetings and performance reviews.
  • Monitor and manage staffing, capacity and work distribution ensuring optimum productivity, efficiency and workflow management.
  • Act as first point of contact to manage team related issues and challenges e.g. attendance management, HR policy implementation.
  • Define, review and provide ongoing, meaningful feedback on performance objectives to employees.
  • Encourage and promote employee wellbeing through active participation in wellness activities and other initiatives.
  • Take measurable actions to monitor and increase engagement, motivation and retention of employees.
  • Continuously motivate the team to drive for success in client satisfaction.
  • Manage effective client communication and interaction in a professional manner.
  • Work closely with management teams to resolve potential client escalations.
  • Coordinate cross location support.
  • Partner with cross-functional support teams globally.
  • Participate in recruitment and induction training of new staff.
  • Provide regular and ad hoc reporting to management teams.
  • Implement and manage ad hoc requests and tasks.
  • Proactively identify and communicate market trends and insights.


Required Qualifications & Experience

  • Degree qualified preferred, ideally in a Business or relevant field.
  • Previous experience in a BPO environment is advantageous.
  • Demonstrates a high level of customer / client focus.
  • Leadership skills with a creative, confident and motivational approach.
  • People management experience with strong coaching and mentoring skills.
  • Demonstrated ability to manage and exceed performance related targets
  • Experience running projects, performing informal or acting leadership roles is advantageous.
  • Reporting abilities in a number of tools and platforms e.g. Microsoft Office, G Suite, etc.
  • Strong presentation and excellent communication skills.
  • Strong multi-tasking and organizational skills.
  • Commercial awareness with the ability to make solid business decisions.
  • Strong interpersonal skills with the ability to engage, build rapport and respect with all levels of business.
  • Team building capability; encourage and inspire team towards a common goal.
  • Flexible and adaptable with the ability to approach and solve challenges with a “Can Do” attitude.
  • Demonstrated ability and commitment to go "Above and Beyond" the daily expectations of role duties when required.



  • Initiative
  • Solution Orientation
  • Collaboration
  • Organizational Commitment
  • Providing Direction
  • Developing People
  • Impact and Influence


 What we offer

  • Vibrant, multi-cultural environment
  • Career & Personal Development
  • Quarterly performance bonus
  • Comprehensive Benefits Package
  • Subsidised Health Insurance
  • Access to Discount Schemes
  • E learning access
  • Paid Annual Leave


Successful candidates must be available for 4 weeks training Monday to Friday when they start.


About Majorel

At Majorel, we create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology we deliver real impact for our partners.

Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.

Majorel is an equal opportunity employer and embraces diversity and does not discriminate on the grounds of gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.



The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.




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