Team Manager – Customer Experience (Cairo)

About the role

Alorica is seeking a dedicated Team Manager to lead a group of customer experience professionals at its Cairo site. This full‑time, on‑site position focuses on driving service quality, productivity, and team engagement while supporting the company’s mission to deliver innovative CX solutions.

Key responsibilities

• Supervise daily performance of the team, monitor key metrics and ensure service level adherence.
• Provide coaching, feedback and conflict resolution to improve individual and collective performance.
• Handle escalations, manage staffing schedules and address operational gaps.
• Collaborate with internal stakeholders to align client expectations with operational goals.
• Implement company policies, lead continuous‑improvement initiatives and foster an inclusive culture.
• Utilize data‑driven insights to optimise processes and contribute to overall business performance.

Required profile

• Proven leadership and people‑management experience, preferably in a contact‑center or CX environment.
• Strong analytical abilities to monitor KPIs, generate reports and drive process enhancements.
• Excellent communication and interpersonal skills, capable of motivating diverse teams.
• Organisational talent with the ability to prioritize tasks, manage shifts and meet service targets.
• Bachelor’s degree in business, management or related field, or equivalent experience.
• Fluency in English and the local language; additional languages are a plus.

Required skills

• CRM systems

What we offer

• Opportunity to work with a global CX leader.
• Professional development and career growth pathways.
• Collaborative, values‑driven work environment.