Job Title: Site Leader  (Country Head - Egypt)             

Department: Operations

Reports to: Principal - Customer Operations

Direct Reports: 

• Delivery Managers
• IT Manager
• HR Manager
• Admin & Facilities Manager

Job Type: Full-time

Working Type: Work from Office

Location: Cairo, Egypt

Position Overview

The Site Leader is directly responsible for leading and managing day-to-day operations of the location including profit and growth of the Center’s business through employee performance in service delivery and client interaction along with strategic planning and execution of all Call Center operations. Additionally, the candidate will be responsible for managing a large team, and ensuring a culture of operational excellence while meeting client expectations and business goals.

The Site Leaders success is measured by the organization’s ability to (1) provide high quality services while meeting Client Service Level Agreements (SLA); (2) managing margins; (3) improve utilization of resources. 

Key Responsibilities

Provide strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every customer contact.

• Oversee the overall operation of the contact center, ensuring high levels of productivity, quality, and customer satisfaction. Implement best practices in processes, tools and technologies to improve operational efficiency.
• Serve as the primary point of contact for clients, managing relationships and ensuring the contact center delivers on contractual obligations. Host client visits, review performance, address issues, and drive continuous improvement.
• Management of metrics and statistical performance and report site performance to senior leadership, including financial performance, KPIs and operational challenges. 
• Maintain a deep understanding of the operational structure and processes and how those drive profitability for eClerx. 
• Drive growth within existing accounts by identifying new business opportunities, expanding service offerings, and developing long-term client relationships.
• Work closely with the sales and account management teams to identify areas for upselling and cross-selling to existing clients.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
• Ensure compliance with regulatory agency guidelines and standards at all times.
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
• Cultivate a culture of accountability, inclusivity, and innovation. Drive employee engagement initiatives, reduce turnover and maintain a positive work environment that supports productivity and well-being.
• Drive a culture where employees create ideas for improving the business and related processes.

Education, Experience & SkillsMinimum of Bachelor’s degree in Business Administration or Operations Management or a related field; Master’s degree or equivalent advanced qualification is preferable.12+ years of experience in a senior leadership role in a contact center or Outsourcing environment, including at least 8 years of experience in managing large-scale operations and large teams.Strong understanding of the contact center industry including customer service best practices, technology trends and operational challenges; Experience in managing offshore or near- shore teams is highly desirable Excellent leadership and people management skills with the ability to inspire and develop high-performing teams.Experience in the Egypt industry – experience in contact center business would be preferred.Strong financial acumen and experience in managing budgets, forecasts and resource allocation.Excellent communication, negotiation and stakeholder management skills.Fluent in both English and Arabic with strong written and verbal communication skills in both languages.We are committed to the principles of equal employment opportunity for all. We provide equal employment opportunity to all qualified individuals without regard to age, race, caste, physical disability, gender, sexual orientation, color, marital status, religion or belief, nationality, social or ethnic origin, or family medical history (collectively defined as “protected class of characteristics”) and any other protected class of characteristics that may be defined under the relevant Anti-Discrimination laws of the countries where the company is operating out of, in all aspects of employment.