Job Description

People Experience Centre Manager – Egypt

We are currently supporting a confidential search for a People Experience Centre Manager within a leading multinational organization with 45,000+ employees across multiple countries.

This is a key management position within the organization's Shared Services Center in Egypt, responsible for leading the Tier 1 People Experience / Contact Centre function and ensuring a high-quality, consistent employee experience across multiple service channels.

The role will lead a team of 12 Contact Centre / People Advisors, overseeing high-volume employee interactions across voice, email, chat and digital channels, while driving service excellence, operational efficiency, self-service adoption and continuous improvement.

Key Responsibilities

Lead the day-to-day Tier 1 People Experience Centre / Contact Centre operations across multiple service channels.
Manage high-volume employee interactions across voice, email, chat and digital channels.
Drive high First Contact Resolution (FCR) and minimize unnecessary escalations to Tier 2.
Monitor service levels, queue performance, response times, contact volumes and operational capacity.
Lead workforce planning, forecasting, scheduling and resource optimization to meet employee demand.
Drive productivity, schedule adherence and efficient utilization of the team.
Establish and maintain strong quality assurance and service standards, including regular monitoring, coaching and calibration.
Ensure advisors consistently follow SOPs, scripts, policies and knowledge articles.
Promote effective use of knowledge management tools and drive employee self-service adoption.
Monitor and improve employee experience through CSAT, NPS, CES and other service metrics.
Manage employee complaints, escalations and service recovery activities.
Drive adoption of self-service tools, automation, virtual / AI agents and digital solutions to improve service delivery.
Identify opportunities to reduce contact volumes through automation, knowledge enhancement and process improvements.
Partner with HR Operations, HR Technology and other People Services teams to continuously improve the employee experience.
Lead, coach and develop a team of People / Contact Centre Advisors.
Drive performance management, engagement, capability building and service excellence across the team.

Ideal Profile

6–8+ years of experience in HR Operations, People Services, Contact Centre, Customer Experience or a related service delivery environment.
Proven experience leading high-volume contact centre or shared services operations.
Previous experience within a Shared Services Center / Global Business Services / HR Operations environment is highly preferred.
Strong experience managing frontline teams and service delivery operations.
Strong understanding of contact centre KPIs, including FCR, AHT, SLA, CSAT, NPS, abandonment rate and productivity.
Experience with workforce management, forecasting, scheduling and capacity planning.
Strong customer / employee experience mindset with a focus on service quality.
Experience driving process improvement, automation and digital / AI adoption is highly preferred.
Strong knowledge of case management, knowledge management and HR service delivery platforms.
Experience with SAP SuccessFactors or other HRIS platforms is an advantage.
Excellent stakeholder management and communication skills.
Strong analytical, problem-solving and decision-making capabilities.
Proven ability to coach, develop and motivate frontline teams.

Location

Cairo, Egypt

Confidentiality:

Due to the confidential nature of the search, further details about the organization and its People Services / Shared Services Center structure will be shared with shortlisted candidates.