Bilingual Center Manager – Call/Service Center (FR/EN)

About the role

ITCMSS S.A.R.L is looking for a bilingual (French/English) Center Manager to lead its Call/Service Center in Douala. This full‑time, on‑site position ensures smooth daily operations, high‑quality service delivery, and strong team performance.

Key responsibilities

• Oversee day‑to‑day activities of the call/service center, ensuring efficient workflows.
• Set performance metrics, monitor KPIs and drive continuous improvement.
• Manage and motivate a multilingual team, handling recruitment, training and performance reviews.
• Maintain compliance with company policies and client service standards.
• Handle escalated client interactions and resolve complex issues.
• Implement operational enhancements using digital tools and systems.

Required profile

• Strong bilingual proficiency in French and English, both written and spoken.
• Proven leadership experience in a call‑center or service‑center environment.
• Background in customer service management, conflict resolution and satisfaction assurance.
• Excellent organizational, planning and problem‑solving abilities.
• Degree in Business Administration, Management or a related field is preferred.

Required skills

What we offer

• Opportunity to lead a dynamic team in a growing digital services company.
• Competitive compensation package.
• Professional development in a multilingual, multicultural environment.