Requirements
• 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 ProficiencyCRM, Advanced Excel, Power BI.
Description
Business ObjectiveOwn 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 PlanningResponsibilities:• 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.