French Translator

Job Title:

Location:

Language Requirement:

Job Summary:

Team Lead – French Language Support

• Key Responsibilities:

sLATeam Management & Operations

• Oversee day-to-day team operations ensuring timely and accurate task completion.
• Mentor, coach, and support underperforming team members to meet performance goals.
• Lead the team effectively both as a unit and at an individual level, including schedule adherence and leave planning.
• Act as the first level of escalation for unresolved customer issues or team challenges.

Process & Quality

• Stay updated on all process changes, system enhancements, and policy updates.
• Conduct regular transaction/case audits to ensure process compliance and reduce errors.
• Identify areas for process improvement and implement solutions proactively.
• Maintain in-depth knowledge of the product, customer portal, and supported services.

Reporting & SLA Management

• Monitor and manage SLA adherence and agent productivity metrics.
• Generate and analyze daily/weekly/monthly operational reports including Orders, Queries, Tickets, Complaints, etc.
• Support operational reporting, workforce planning, QA activities, and customer feedback actions.

Customer Support & Troubleshooting

• Resolve customer issues related to product, website, or portal through structured diagnostics and SOP-based troubleshooting.
• Collaborate cross-functionally to investigate and resolve complex problems.
• Deliver high-quality support while ensuring the voice of the customer is reflected in continuous improvements.

Requirements:

• French Language Certification –

  B2 level (mandatory)

• Proven experience in a similar role (Team Lead / SME / Supervisor) in customer service or operations.
• Strong verbal and written communication skills in

  both English and French

  .
• Demonstrated ability to manage teams, deliver coaching, and handle escalations effectively.
• Proficient in reporting tools and MS Office Suite (Excel, PowerPoint, Word).
• Analytical mindset with a focus on quality, SLA, and operational efficiency.
• Experience with workforce management, quality audits, or knowledge platforms is a plus.