Contact Center Manager (On-site)

About the role

The Contact Center Manager will lead the daily operations of our on‑site contact centre located in Qesm El Maadi. Reporting to senior management, you will ensure high‑quality service delivery, meet performance targets and support the company’s mission of providing effective English language education.

Key responsibilities

• Oversee all contact‑center activities, including staffing, scheduling and workflow management.
• Set operational targets, monitor key performance indicators and produce regular reports.
• Coach, train and develop agents to improve customer service and satisfaction.
• Handle escalated customer issues and resolve conflicts efficiently.
• Collaborate with other departments to align service initiatives with organisational goals.
• Identify process gaps and implement improvements to boost efficiency.

Required profile

• Proven experience leading teams in a customer‑focused environment, preferably in education or service sectors.
• Strong analytical abilities for performance tracking and decision‑making.
• Excellent communication, coaching and conflict‑resolution skills.
• Bachelor’s degree in Business, Management, Communications or related field, or equivalent practical experience.
• Willingness and ability to work on‑site in Qesm El Maadi within a fast‑paced, multicultural setting.

Required skills

• Proficiency with contact‑center technologies, CRM systems and reporting tools.