✨ AI Summary
We are seeking a professional and results-driven Operations Manager to lead our English Call Center team on-site in Cairo, Egypt. The role involves performance management, team leadership (hiring, training, coaching), operational optimization, system and technology management (CRM, telephony, workforce management), and budget management. The ideal candidate will have a B2 or higher English level, previous call center experience (preferred), strong leadership, team management skills, and the ability to monitor performance and improve KPIs.
Key responsibilities include monitoring KPIs like customer satisfaction and service levels, handling escalated customer complaints, developing procedures to improve efficiency, ensuring system operations, managing operational costs, staffing schedules, and budget allocations. This is a full-time, on-site position with a competitive salary package.
Requirements
English level: B2 or higher.Previous experience in the call center field (preferred).Strong leadership and team management skills.Ability to monitor performance, improve KPIs, and ensure high service quality.
Description
We are looking for a professional and results-driven Operations Manager to join our English Call Center team in the 5th Settlement.Salary:Competitive salary package — determined based on experience and interview performance.If you are motivated, organized, and ready to lead a dynamic team, we’d love to hear from you!Key Responsibilities:Performance Management: Monitor, analyze, and report on key performance indicators (KPIs) like customer satisfaction (CSAT) and service levels.Team Leadership: Hire, train, coach, and motivate agents to achieve team goals, including handling escalated customer complaints.Operational Optimization: Develop and implement procedures to improve efficiency and maintain high service standards.System & Technology Management: Ensure CRM, telephony, and workforce management systems operate efficiently.Budgeting: Manage operational costs, staffing schedules, and budget allocations.