BPO operations Manager

We are looking for an experienced Operations Manager / Associate Manager to manage German and English-speaking contact centre operations.

Key Responsibilities

• Manage day-to-day BPO/contact centre operations
• Lead and manage operations teams and Team Leaders
• Monitor KPIs such as productivity, quality, SLA, CSAT, and adherence
• Drive team performance and achieve operational targets
• Handle escalations and resolve operational issues
• Work with Quality, Training, WFM, and other support teams
• Prepare performance reports and provide regular business updates

Requirements

• Strong BPO / Contact Centre Operations experience
• Experience managing teams in a contact centre environment
• German and English proficiency
• Strong communication and stakeholder-management skills
• Good understanding of contact centre KPIs and performance management
• Willing to work from City Stars, Cairo

Candidates with German + English language skills and solid contact centre operations experience are encouraged to apply.