Operations Manager – BPO Operations

About the role

The Operations Manager will lead day‑to‑day activities of a fast‑paced BPO environment in Cairo, ensuring operational KPIs are met and client satisfaction is maintained. You will oversee multiple teams, drive performance improvements and support a positive employee experience.

Key responsibilities

• Lead Team Leaders and support functions to achieve service delivery standards and operational targets.
• Monitor and improve KPIs such as CSAT/NPS, quality, productivity, AHT, adherence and revenue.
• Analyse performance data, prepare reports and implement corrective action plans.
• Handle client escalations and ensure timely resolution of operational issues.
• Manage staffing, attendance, shrinkage and overall operational efficiency.
• Collaborate with Workforce Management, Training, Quality, HR and other support functions.
• Drive employee engagement, coaching, development and succession planning.
• Support continuous‑improvement initiatives and process optimisation.

Required profile

• 4–6 years of experience in BPO or contact‑center operations.
• 1–2 years in a leadership role such as Operations Manager or Senior Team Leader.
• Strong understanding of contact‑center KPIs and performance management.
• Excellent communication, stakeholder management and problem‑solving abilities.
• Ability to work under pressure in a target‑driven environment.

Required skills

• Lean Six Sigma methodology knowledge.