Operations Manager (Call Center)
Department: Operations
Location: Cairo, Egypt
Employment Type: Full-time
Work Mode: On-site
About the Role
We are seeking an experienced Operations Manager to lead the daily operations of a high-performing contact center. The successful candidate will oversee multiple customer service programs, ensure operational excellence, optimize workforce performance, and consistently deliver outstanding client and customer experiences.
The ideal candidate has extensive experience managing large contact center operations, leading cross-functional teams, and driving performance through data-driven decision-making. You will be responsible for achieving operational KPIs, maintaining client satisfaction, and fostering a culture of continuous improvement.
Key Responsibilities
- Lead the day-to-day operations of multiple customer service and technical support programs.
- Ensure all operational KPIs, SLAs, and client contractual obligations are consistently achieved.
- Manage Team Leaders, Supervisors, Workforce Management, Quality Assurance, and Training teams.
- Monitor operational performance through key metrics, including Service Level, Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), Occupancy, and Adherence.
- Analyze operational data to identify performance gaps and implement improvement initiatives.
- Develop workforce capacity plans in collaboration with Workforce Management teams to support business growth.
- Partner with Recruitment and Training teams to ensure timely hiring, onboarding, and continuous development of customer service representatives.
- Build and maintain strong relationships with clients by providing operational updates, performance reports, and business reviews.
- Lead performance management initiatives, coaching leaders to improve employee engagement and productivity.
- Manage operational budgets while optimizing resource utilization and controlling costs.
- Ensure compliance with company policies, client requirements, and quality standards.
- Identify operational risks and implement proactive mitigation strategies.
- Drive continuous improvement projects to enhance efficiency, customer experience, and service delivery.
Qualifications
- Bachelor's degree in Business Administration, Management, Communications, or a related field.
- Minimum 7 years of experience in BPO or contact center operations.
- At least 3 years in an Operations Manager or equivalent leadership role.
- Proven experience managing multiple customer service accounts or large operational teams.
- Strong understanding of contact center KPIs, workforce planning, quality management, and client operations.
- Experience using contact center technologies, CRM platforms, Workforce Management systems, and reporting tools.
Requirements
- Strong leadership and people management skills.
- Excellent analytical and decision-making abilities.
- Exceptional communication and stakeholder management skills.
- Proven ability to manage large teams in a fast-paced environment.
- Customer-centric mindset with a focus on operational excellence.
- Advanced Microsoft Excel and reporting skills are preferred.
- Professional proficiency in English; additional languages are an advantage.
Benefits
- Competitive salary package.
- Performance-based incentives and annual bonuses.
- Comprehensive medical insurance.
- Annual paid leave in accordance with Egyptian Labor Law.
- Professional development and leadership training programs.
- Career advancement opportunities within a growing international BPO organization.
- Dynamic, collaborative, and performance-driven work environment.
