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الفرص مش دايمًا بتتكرر… اغتنمها
Operations Manager (Customer Support / BPO)
Position Details
Location
Cairo, Egypt Egypt
Posted Date
May 9, 2026
Employment Type
Customer Service/Support
متوسط الراتب
Confidential
Job Description
SIMPLY CONTACT LTD -
Company: SIMPLY CONTACT LTD –
WebSite: Cairo, Egypt
Job Description:
- Oversee all aspects of daily operations at the Project, leveraging deep operational expertise to resolve challenges, and ensure seamless service delivery;
- Monitor and analyze performance metrics (KPIs like QA, TPH, FRT, AHT), taking proactive measures to improve results, identify trends and risks;
- Ensure contractual obligations and KPIs are met or exceeded;
- Lead, coach, and develop Team Leaders, Senior Team Leaders to maximize performance and engagement;
- Participate regular business reviews, providing data-driven insights and recommendations;
- Prepare and deliver performance reports for internal stakeholders. Provide actionable insights based on data to drive continuous improvements;
- Collaborate with the workforce management and analytics teams to optimize reporting. Ensure proper workload distribution, staffing and shifting to meet business needs;
- Collaborate with HR and L&D to develop training and growth plans for Team Leaders, Senior Team Leaders and Agents;
- Work closely with the Quality Assurance team to maintain high service quality and compliance with client requirements;
- Develop and implement strategies to optimize efficiency and quality;
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