Operations Supervisor

Location: Cairo, Egypt (on-site) Employment type: Full-time

About the role

We're hiring an Operations Supervisor to lead a team of customer service representatives in our contact-centre operations. You'll be responsible for your team's daily performance, coaching, and delivery against targets — keeping service quality high while supporting and developing your people.

Responsibilities

• Lead, supervise, and motivate a team of customer service representatives.
• Monitor daily performance against KPIs and SLAs (quality, productivity, customer satisfaction, attendance/adherence).
• Coach and give regular feedback to help team members improve and grow.
• Manage shift schedules, attendance, and real-time coverage.
• Handle escalations and support agents on complex customer issues.
• Run team huddles and one-on-ones, and conduct performance reviews.
• Track and report team metrics to management.
• Ensure the team follows processes, quality standards, and company policies.

Requirements

• 2+ years' experience in a contact-centre / BPO environment, including team-lead or supervisory experience.
• Strong English communication skills (CEFR B2 or above).
• Solid people-management and coaching skills.
• Good understanding of contact-centre KPIs and performance management.
• Comfortable working on-site in rotational shifts.
• Strong organisation, problem-solving, and reporting skills.
• Bachelor's degree preferred.

What we offer

• A leadership role with real impact on team performance and growth.
• Competitive salary plus performance incentives.
• Career-development and progression opportunities.
• A supportive, fast-paced work environment.
• (Add transportation, medical insurance, or other benefits as applicable.)