Business Objective

Own 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 Planning

Responsibilities:

• 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.

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 Proficiency

CRM, Advanced Excel, Power BI.