Call Center Operations Manager - Egypt

About Taager
Taager is the first B2B startup specialized in supporting social sellers. We are democratizing the social e-commerce space by enabling entrepreneurs — whether beginners or experienced — to sell online without capital, inventory, or operational experience. We handle product selection, storage, logistics, payment collection, and customer service on behalf of our merchants.

Launched in 2019 with a team of just 8 people, we’ve grown to over 350 employees across Egypt, Saudi Arabia, the UAE, and more recently Morocco. Today, we serve over 34,000 social commerce sellers, offering access to more than 2,500 high-potential products.

Our teams are driven by our mission and deeply motivated to provide the best experience for our sellers. With a commitment to quality and operational excellence, we’re transforming the social commerce landscape in the MENA region.

Our Mission
To empower anyone to start and grow their own e-commerce business.

Our Vision
We envision a world where anyone can sell online, earn a living, and even build wealth — all within a simple, low-risk environment. A world where the magic of technology is made accessible to the most talented merchants.

Why Join Taager?

• Work in an international environment with team members from over 10 nationalities.
• Attractive compensation plan based on performance and scalability.
• Strong focus on continuous learning, development, and internal promotions.
• Join a team of ambitious, kind, and talented individuals.

Position Summary

We are seeking a results-driven Call Center Operations Manager for Egypt & GCC to oversee daily operations and lead our team to exceed performance targets. The ideal candidate will be a strategic leader focused on optimizing conversion rates, ensuring the highest quality standards, and driving continuous improvement through effective scripting, coaching, and process refinement.

What will you be responsible for:

• Team Leadership & Management: Lead, coach, and develop a high-performing call center team, including supervisors and agents, fostering a culture of accountability and excellence.

• Performance Management: Monitor and analyze key performance indicators (KPIs) such as call handling time, first-call resolution, customer satisfaction, and conversion rates.

• Conversion Optimization: Lead the confirmation team to maximize the "Placed-to-Confirmed" conversion rate through targeted strategies, process improvements, and performance incentives.

• Quality Control: Ensure lead integrity and systematically analyze refusal reasons to identify trends and improve commercial sourcing strategies.

• Scripting & Coaching: Develop and refine high-performance call scripts and objection-handling guides. Conduct regular coaching sessions and call reviews to enhance agent effectiveness and consistency.

• Process Improvement: Identify operational inefficiencies and implement scalable solutions to enhance productivity and service quality.

• Reporting & Analytics: Prepare and present regular performance reports to senior management, providing actionable insights and recommendations.

• Stakeholder Collaboration: Work closely with Recruitment, Training, and Commercial teams to align strategies and support business objectives.

What will make you Successful:

• Bachelor’s degree in Business Administration, Communications, or a related field.

• 5+ years of experience in call center management, preferably in a sales or confirmation-focused environment.

• Proven track record in improving conversion rates and operational efficiency.

• Strong analytical skills with experience using CRM systems and call center software.

• Excellent communication, leadership, and coaching abilities.

• Ability to thrive in a fast-paced, target-driven environment.

Nice to have:

• Experience with quality assurance frameworks and performance optimization tools.

• Knowledge of data analysis and reporting tools (e.g., Excel, Tableau, Power BI).

• Six Sigma or Lean certification is a plus.