Contact Center Supervisor – Customer Service Operations

About the role

We are looking for an experienced Contact Center Supervisor to lead our customer service team in New Nozha, Cairo. The role involves overseeing daily operations, ensuring service standards, and driving performance improvements.

Key responsibilities

• Supervise day‑to‑day contact center operations and enforce service standards and company policies.
• Monitor agent performance metrics such as answer rate, adherence, occupancy, forecasting and call quality.
• Provide coaching, feedback and on‑the‑job training to improve performance and customer experience.
• Track monthly KPIs, conduct performance reviews and implement targeted improvement plans.
• Analyse key performance indicators including service level, average handling time, first contact resolution, quality score and customer satisfaction.
• Participate in weekly QA calibration meetings with Quality Auditing teams.
• Maintain and enhance the contact center knowledge base, FAQs, call scripts and customer journey documentation.
• Handle escalated customer complaints and ensure timely resolution.
• Prepare daily, weekly and monthly performance reports for the function manager.
• Support agents with system, process, product and policy inquiries during live operations.
• Collaborate with Quality, Workforce, Training, Operations and other departments to improve service quality.
• Foster a positive team environment focused on accountability and continuous improvement.

Required profile

• Bachelor’s degree in Business Administration, Commerce, Management or a related field.
• Minimum 5 years of experience in contact center environments, including at least 2 years in a supervisory or team‑lead role.
• Strong command of English.
• Excellent communication and presentation abilities.
• Proven leadership and team‑management skills.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• CRM and contact‑center platforms such as Zendesk, Freshdesk or Odoo
• Call‑center reporting and performance dashboard tools
• Knowledge of QA calibration processes