Business Objective
Own end-to-end delivery across voice, chat, and back-office (BO) operations, ensuring consistent service levels, quality, and turnaround times across all channels. Drive process alignment between channels to eliminate discrepancies and ensure a seamless customer experience regardless of touchpoint. Bring hands-on contact center expertise to manage day-to-day operations against core KPIs (SLA, FCR, AHT, CSAT, NPS), using data-driven reporting to identify trends, flag risks early, and drive continuous improvement in both agent performance and customer outcomes. Lead, coach, and mentor team leads and agents to build a high-performing, engaged workforce. Identify and actively develop high-potential leads through structured coaching and stretch assignments, building a strong succession pipeline for future leadership roles.
Top 3 KPIs for Success
- Multi-Channel Operations Leadership
- Contact Center Performance & Reporting
- Team Development & Succession Planning
- Own end-to-end delivery across voice, chat, and back-office (BO) operations across Egypt and KSA, ensuring high-quality support and compliance with company policies.
- Ensure consistent service levels, quality, and turnaround times across all channels, driving process alignment to eliminate discrepancies and deliver a seamless customer experience regardless of touchpoint.
- Manage a multi-channel team handling chat, inbound calls, back-office, and merchant support for both countries.
- Supervise and resolve CPA complaints promptly, maintaining service standards and customer trust.
- Support and enhance customer experience across various services including bill payments, offers, and gaming.
- Lead payment troubleshooting in collaboration with vendors to ensure smooth transaction processes.
- Bring hands-on contact center expertise to manage day-to-day operations against core KPIs (SLA, FCR, AHT, CSAT, NPS), using data-driven reporting to identify trends, flag risks early, and drive continuous improvement.
- Utilize AI tools and technologies to improve efficiency and enhance call center performance.
- Conduct regular quality assurance checks, ensuring agents meet service and communication standards.
- Act as the main contact for escalation handling, ensuring timely resolution of customer and merchant concerns.
- Prepare reporting and insights for management, highlighting performance, risks, and opportunities for improvement.
- Lead, coach, and mentor team leads and agents to build a high-performing, engaged workforce.
- Identify and actively develop high-potential leads through structured coaching and stretch assignments, building a strong succession pipeline for future leadership roles.
- Collaborate with cross-functional teams (Product, Marketing, IT, Vendor Relations) to resolve service-impacting issues.
- Ensure full compliance with company policies, regulatory requirements, and data protection standards.
- Identify and implement process improvements to drive operational efficiency and customer satisfaction.
- Foster a culture of accountability, customer-centricity, and continuous improvement.
Qualifications
- Bachelor's degree or higher.
- 3-5 years of experience as a Supervisor in a contact center / customer service environment.
- Strong command of English, written and spoken (B1 level minimum).
- Proven leadership, team building, and mentoring skills.
- Ability to make data-driven decisions and manage change effectively.
- Experience in managing multi-country operations (Egypt & KSA) is preferred.
- Knowledge of AI applications in call centers is an added advantage.
- Performance management, KPI design, and root cause analysis skills.
- SLA management and operational efficiency mindset.
- Passion for education, customer satisfaction, and operational excellence.
Tools / Systems Proficiency
CRM, Advanced Excel, Power BI.
