Job Description
Operations Supervisor
Location: Cairo, Egypt (on-site) Employment type: Full-time
About the role
We're hiring an Operations Supervisor to lead a team of customer service representatives in our contact-centre operations. You'll be responsible for your team's daily performance, coaching, and delivery against targets — keeping service quality high while supporting and developing your people.
Responsibilities
- Lead, supervise, and motivate a team of customer service representatives.
- Monitor daily performance against KPIs and SLAs (quality, productivity, customer satisfaction, attendance/adherence).
- Coach and give regular feedback to help team members improve and grow.
- Manage shift schedules, attendance, and real-time coverage.
- Handle escalations and support agents on complex customer issues.
- Run team huddles and one-on-ones, and conduct performance reviews.
- Track and report team metrics to management.
- Ensure the team follows processes, quality standards, and company policies.
Requirements
- 2+ years' experience in a contact-centre / BPO environment, including team-lead or supervisory experience.
- Strong English communication skills (CEFR B2 or above).
- Solid people-management and coaching skills.
- Good understanding of contact-centre KPIs and performance management.
- Comfortable working on-site in rotational shifts.
- Strong organisation, problem-solving, and reporting skills.
- Bachelor's degree preferred.
What we offer
- A leadership role with real impact on team performance and growth.
- Competitive salary plus performance incentives.
- Career-development and progression opportunities.
- A supportive, fast-paced work environment.
- (Add transportation, medical insurance, or other benefits as applicable.)
Operations Supervisor
Location: Cairo, Egypt (on-site) Employment type: Full-time
About the role
We're hiring an Operations Supervisor to lead a team of customer service representatives in our contact-centre operations. You'll be responsible for your team's daily performance, coaching, and delivery against targets — keeping service quality high while supporting and developing your people.
Responsibilities
- Lead, supervise, and motivate a team of customer service representatives.
- Monitor daily performance against KPIs and SLAs (quality, productivity, customer satisfaction, attendance/adherence).
- Coach and give regular feedback to help team members improve and grow.
- Manage shift schedules, attendance, and real-time coverage.
- Handle escalations and support agents on complex customer issues.
- Run team huddles and one-on-ones, and conduct performance reviews.
- Track and report team metrics to management.
- Ensure the team follows processes, quality standards, and company policies.
What we offer
- A leadership role with real impact on team performance and growth.
- Competitive salary plus performance incentives.
- Career-development and progression opportunities.
- A supportive, fast-paced work environment.
- (Add transportation, medical insurance, or other benefits as applicable.)
Requirements
- 1+ year experience in a contact-centre / BPO environment, including team-lead or supervisory experience.
- Strong English communication skills (CEFR B2 or above).
- Solid people-management and coaching skills.
- Good understanding of contact-centre KPIs and performance management.
- Comfortable working on-site in rotational shifts.
- Strong organisation, problem-solving, and reporting skills.
- Bachelor's degree preferred.
