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Confidential

<div>
 
 
 Job Summary:
 
 
 
 We are seeking a results-driven and strategic
 
 Operations Manager
 
 to oversee the daily operations of our call center. This role is responsible for ensuring efficient processes, high-quality customer service, team productivity, and compliance with company standards and service-level agreements (SLAs). The ideal candidate has strong leadership skills, is data-oriented, and thrives in a fast-paced, customer-focused environment.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Manage and lead a team of supervisors, team leads, and call center agents.
 </li>
 <li>
 Oversee daily operations, including workforce scheduling, queue management, and service level performance.
 </li>
 <li>
 Monitor and analyze KPIs (e.g., AHT, FCR, CSAT, SLA) and drive continuous improvement strategies.
 </li>
 <li>
 Develop and implement operational policies, procedures, and best practices to enhance customer experience and team performance.
 </li>
 <li>
 Collaborate with Quality Assurance, Training, HR, and IT teams to support agent development and system efficiency.
 </li>
 <li>
 Handle escalations and complex customer issues as needed.
 </li>
 <li>
 Ensure compliance with company policies, data protection laws, and regulatory requirements.
 </li>
 <li>
 Prepare and present operational reports to senior leadership.
 </li>
 <li>
 Foster a positive, motivated, and performance-driven culture within the team.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Communications, or a related field (preferred).
 </li>
 <li>
 3+ years of experience in call center operations, with at least 2 years in a leadership role.
 </li>
 <li>
 Strong knowledge of call center technologies (e.g., ACD, CRM, WFM tools).
 </li>
 <li>
 Proven ability to lead and develop high-performing teams.
 </li>
 <li>
 Excellent communication, problem-solving, and decision-making skills.
 </li>
 <li>
 Data-driven mindset with strong analytical skills.
 </li>
 <li>
 Ability to work under pressure and manage multiple priorities.
 </li>
 </ul>
 
 
 
 
 
 Preferred Skills:
 
 
 <ul>
 <li>
 Experience with remote/hybrid teams.
 </li>
 <li>
 Lean Six Sigma or other process improvement certifications.
 </li>
 <li>
 Familiarity with omnichannel support (phone, email, chat, social media).
 </li>
 <li>
 Able to work on site with flexible schedule.
 </li>
 </ul>
</div>

Operations Manager

DHL Express

<div>
 
 Job Purpose:
 
 Manage the operational resources and facilities of the Air Express Department and the Road Express Warehouse by planning, managing and controlling effective day-to-day pick-up, delivery and shipment processing. Ensure that local service and cost performance targets are achieved and, in partnership with Sales management, agree and meet customer performance expectations.
 
 
 
 <ul>
 <li>
 PRINCIPAL ACCOUNTABILITIES:
 </li>
 <li>
 Manage the day-to-day operation of the operations department to ensure that pick-up, delivery, front counter, service centers and shipment processing are carried out effectively and agreed service and cost performance targets are achieved.
 </li>
 <li>
 Pro-actively manage service and cost performance, initiating corrective actions where required in response to actual or anticipated under achievement of operational targets.
 </li>
 <li>
 In co-ordination with local Sales management, ensure that customer requirements and expectations are met, and issues resolved or escalated as appropriate.
 </li>
 <li>
 Plan and manage expenditure and resource utilization within the Ground Operations Department to approved levels e.g., overtime, sub-contractors &amp; third-party services providers.
 </li>
 <li>
 Ensure the provision and maintenance of the vehicles, equipment and facilities to maximize operational performance.
 </li>
 <li>
 Ensure implementation of, and compliance to, regional and country mandatory processes, policies and procedures and external regulatory requirements that relate to performance of the DHL operation.
 </li>
 <li>
 Contribute to the Operations budget &amp; AOP based on the country business plan and positively influence the achievement of cost and service targets.
 </li>
 <li>
 Ensure that ISO, THP are implemented and maintained to ensure compliance to DHL Country &amp; Regional guidelines.
 </li>
 <li>
 Ensure that the team is provided with clear direction and performance standards and is staffed, trained and motivated to meet set targets.
 </li>
 <li>
 Perform the PEAP process regularly for direct reports to manage individual performance and career aspirations.
 </li>
 <li>
 Assist direct reports in conducting the PEAP process for staff to ensure fairness and consistence of the appraisal process.
 </li>
 <li>
 NATURE AND SCOPE:
 </li>
 <li>
 The Ground Operations Manager is directly responsible for the day-to-day management of the Ground Operations Department, including operations personnel, equipment, supplies and facilities. He/she must ensure that all operational issues and problems are resolved so that customer expectations are met and maintained, and resources optimized in order that operational cost performance is within agreed limits.
 </li>
 <li>
 The Ground Operations Manager reports directly to the Country Operations Director. The position has several Team leaders and supervisors as direct reports
 </li>
 <li>
 Addressing day-to-day customer, service, cost and operational issues, driven by customer expectations, performance targets and the agreed business plan and budget.
 </li>
 <li>
 Improving operational performance for the Service Centre, including managing the staffing level, equipment and supplies availability to achieve agreed performance standards and targets.
 </li>
 <li>
 Managing and forecasting performance against budget for the Service Centre while achieving progressive service level improvement when compared to previous trends.
 </li>
 <li>
 Implementing key projects and programmed within the Service Centre, and ensuring appropriate local personnel and resources are available for timely completion
 </li>
 <li>
 Monitoring staffing levels and other resources, and ensure their availability to achieve service and cost performance standards and targets
 </li>
 <li>
 Input into Service Centre and Country business plan
 </li>
 <li>
 Must be able to manage, motivate and communicate effectively to all Operations staff within the Service Centre
 </li>
 <li>
 Ensuring performance to standard with staff / cost constraints
 
 
 
 </li>
 </ul>
 
 Knowledge, Skills And Experience
 
 
 
 
 <ul>
 <li>
 Minimum 5 years air/road express experience, preferable with DHL in a supervisory/management role
 </li>
 <li>
 Educated to BA degree
 </li>
 <li>
 Impact &amp; Influence
 </li>
 <li>
 Passion for customer service
 </li>
 <li>
 Planning &amp; Organizing
 </li>
 <li>
 Organizational Awareness
 </li>
 <li>
 Interpersonal understanding
 </li>
 <li>
 Communication Skills
 </li>
 <li>
 Teamwork
 </li>
 <li>
 Building &amp; Leading teams
 </li>
 <li>
 Developing People
 </li>
 <li>
 Holding People Accountable
 </li>
 <li>
 Achievement drive
 </li>
 <li>
 Attention to detail
 </li>
 <li>
 Initiative
 </li>
 <li>
 Tolerance for stress
 </li>
 <li>
 Decision Making/Judgement
 </li>
 <li>
 Job knowledge
 </li>
 <li>
 GSOP wide range knowledge
 </li>
 </ul>
</div>

Ground Operations Manager

TTEC

<div>
 Sales Operations Manager, Cairo, Egypt
 
 
 Bringing smiles is what we do at TTEC&hellip; for you and the customer. We are looking to hire an experienced outbound Sales Operations Manager working in our Cairo site. You&rsquo;ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.
 
 
 Reporting to the Senior Sales Manager, you will be responsible for leading a team of sales team leaders and sales agents and developing and implementing successful sales strategies.
 
 
 
 What You&rsquo;ll Do As a Leader
 
 
 
 <ul>
 <li>
 Lead a sales team through coaching, mentoring &amp; motivating, using proven sales and leadership skills. Develop key Performance Metrics and dashboards that help the sales team and operations focus on performance drivers.
 </li>
 <li>
 Possess strong understanding of Outbound, Inbound and Account management sales motions and working to drive and generate net new revenue.
 </li>
 <li>
 Drive the highest level of performance from the Sales teams and at the same time be a role model &amp; instill TTEC and client values.
 </li>
 <li>
 Understand the importance of building lasting customer relations and how to identify and drive upselling and cross-selling sales opportunities.
 </li>
 <li>
 Develop sales strategies to continue meeting sales goals, while reducing overall customer cancellations and generating revenue.
 </li>
 <li>
 Build knowledge on client products and services &ndash; features, benefits and impact on Digital media/cloud based customers.
 </li>
 <li>
 Work with Marketing, Sales Operation, Business units, Corporate Retention teams to source sales or retention campaigns, marketing leads and execute.
 </li>
 <li>
 Analyze business goals, customer &amp; agent data &amp; daily reports to find areas of continuous improvement.
 
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Do As Sales Manager
 
 
 
 <ul>
 <li>
 Manage Sales pipeline and regular forecasting to meet assigned goals.
 </li>
 <li>
 Prepare GBD Sales performance reports by collecting, analysing, and summarizing sales, data and trends.
 </li>
 <li>
 Develop and continuously improve lead qualification using established criteria and standards.
 </li>
 <li>
 Produce and implement action-oriented plans when sales goals or SLAs do not meet expectations.
 </li>
 <li>
 Implement and review policies, business metrics, productivity and operating structure to consistently grow the sales results.
 </li>
 <li>
 Provide weekly reporting on Volume, conversion, queue and product level details, and sales opportunities. In addition to revenue and pipeline measurement, each manager will track daily, weekly and monthly activity &amp; productivity metrics on their teams to ensure the team is spending their time on the highest value add actions at all times.
 
 
 
 </li>
 </ul>
 
 What You Need To Succeed
 
 
 
 <ul>
 <li>
 Native or fluent in spoken and written English
 </li>
 <li>
 Demonstrated success in sales ideally in a BPO company or similar, with a proven ability to define, refine and implement successful sales processes, procedures and policies that drive results and the bottom line.
 </li>
 <li>
 Success with managing a BPO brick and mortar team.
 </li>
 <li>
 Demonstrated ability to be a quick learner.
 </li>
 <li>
 Showcase a proven track record in motivating and leading a team to build skills on new cloud based, digital media solutions
 </li>
 <li>
 Ability to compile sophisticated and creative analysis of complex data and translate the results into actionable deliverables, messages, and presentations that are digestible for the entire company
 </li>
 <li>
 Willingness to work across shifts for international clients
 </li>
 <li>
 Advanced knowledge of Sales Operations, Technology used in Digital sales
 </li>
 <li>
 Strong leadership driving Sales, Customer Success and Subscription management.
 </li>
 <li>
 Proven ability to effectively manage people effectively, hire and train, coach new sales team members.
 </li>
 <li>
 Proven ability to develop, communicate and present to upper management on new ideas, proposals and feedback to move the business forward.
 
 
 
 </li>
 </ul>
 What You Can Expect
 
 
 <ul>
 <li>
 Supportive of your career and professional development
 </li>
 <li>
 An inclusive culture and community minded organization where giving back is encouraged
 </li>
 <li>
 A global team of curious lifelong learners guided by our company values
 </li>
 <li>
 Ask us about our paid time off (PTO) and wellness and healthcare benefits
 </li>
 <li>
 And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
 
 
 
 </li>
 </ul>
 
 About TTEC
 
 
 
 Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
 
 
 TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
 
 
 
 Primary Location
 
 
 
 EG-Cairo-Cairo
 
 
</div>

Sales Operations Manager

Emirates NBD

<div>
 
 
 Job Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 MIS reporting for all units of Legal &amp; Company Secretary.
 </li>
 <li>
 Managing the relationship with auditors (internal and external) and procurement.
 </li>
 <li>
 Keeping the calendar of legal training up to date.
 </li>
 <li>
 Administrating legal systems.
 </li>
 <li>
 Translating minutes &amp; ensuring translation quality check for ENBD Group.
 </li>
 <li>
 Processing AGM, Group Trade Licenses, MOAs &amp; POAs.
 </li>
 <li>
 Boards and committees&rsquo; minutes taking and files preparations.
 </li>
 <li>
 Responsibility of raising all empower/identity/IT requests.
 </li>
 <li>
 Onboarding new joiners.
 </li>
 <li>
 IT assets management and record keeping.
 </li>
 <li>
 Updating the projects tracker regularly and accurately.
 </li>
 <li>
 Managing a team of Legal administrators.
 </li>
 <li>
 Principal responsibility of documents and record management.
 </li>
 <li>
 Tracking supporting and recording projects lists and ensuring adherence to project timelines and delivery.
 </li>
 <li>
 Monitor the application of the legal and corporate governance guidelines and highlight any breach.
 </li>
 <li>
 Receiving and reviewing invoices, engagement letters and MSAs.
 </li>
 <li>
 Monitor fee caps and highlights any deviation to the General Counsel.
 </li>
 <li>
 Processing most of the group translation in house.
 </li>
 <li>
 Minimum 5 to 7 years&rsquo; experience as business operations, project management and MIS reporting to Senior/Executive Management in a large local or an international institution.
 </li>
 <li>
 Excellent knowledge of MS Office.
 </li>
 </ul>
 
 
</div>

Legal Operations Manager

<div>
 Operations Manager - Call Center &ndash; Cairo
 
 
 At TTEC, we&rsquo;re all about the Human Experience. Elevated. As a Service Delivery Manager Cairo, Egypt you&rsquo;ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
 
 
 What You&rsquo;ll be Doing
 
 
 Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you&rsquo;ll support and motivate your team to make sure they&rsquo;re on track to meet client and business goals.
 
 
 You&rsquo;ll have responsibility for the operational direction and financial performance of the business
 
 
 You&rsquo;ll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.
 
 
 You&rsquo;ll report to the Senior Operations Manager. We&rsquo;re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.
 
 
 Your accountabilities and activities will include
 
 
 Supporting the Senior Operations Manager in defining the Operational strategy to ensure the long-term development and success of the business
 
 
 <ul>
 <li>
 Responsibility for the direct management and development of the junior management team
 </li>
 <li>
 Responsibility for the development of the operational talent pool by optimizing the skills of the existing team via effective succession planning to ensure key roles are filled and individual talent is recognized.
 </li>
 <li>
 The continuous identification and implementation of operational best practice and proactive solutions through interaction with the wider TTEC digital and TTEC Engage teams.
 </li>
 <li>
 Supporting the introduction of new business, ensuring long term success and maximum revenue generation for TTEC.
 </li>
 <li>
 Contributing to the operational elements for new bids and new services
 </li>
 <li>
 Responsibility and accountability for the operational performance of the Client Area(s) and for exceeding targets of all required metrics and Key Performance Indicators.
 
 
 
 </li>
 </ul>
 Responsibility to create an environment in which employees consider themselves as stakeholders.
 
 
 Effective Stakeholder management and client relationship building to ensure seamless partnership with the client(s) and build trust in our business.
 
 
 To over-see the forecasting, planning and real time delivery of our man-power &ndash; to meet client volume and profiles.
 
 
 Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.
 
 
 What You Bring to the Role
 
 
 <ul>
 <li>
 A minimum 4 year call center management or equivalent work experience
 </li>
 <li>
 Continuously promote a performance-driven culture and always work towards reaching for amazing
 </li>
 <li>
 Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
 </li>
 <li>
 Consistently mentor and inspire others
 </li>
 <li>
 Customer focused mindset
 </li>
 <li>
 Understanding, interpreting, and manipulating data for reporting
 </li>
 <li>
 You&rsquo;ll have good process and change management experience to aid your delivery of business needs and changing client requirements
 </li>
 <li>
 Strong people and client leadership and stakeholder management
 
 
 
 </li>
 </ul>
 What You Can Expect
 
 
 <ul>
 <li>
 Knowledgeable, encouraging, supporting and present leadership
 </li>
 <li>
 Diverse and community minded organization
 </li>
 <li>
 Career-growth and lots of learning opportunities for aspiring minds
 </li>
 <li>
 And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
 
 
 
 </li>
 </ul>
 
 About TTEC
 
 
 
 Our business is about making customers happy. That&rsquo;s all we do. Since 1982, we&rsquo;ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world&rsquo;s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
 
 
 TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
 
 
 
 Primary Location
 
 
 
 EG-Cairo-Cairo
</div>

Operations Manager Call Center

Talaat Moustafa Group

<div>
 
 
 Job Overview:
 
 
 
 We are seeking a dynamic and experienced Mall Operations Manager to oversee the strategic and operational aspects of our mall. The ideal candidate will excel in fostering relationships with tenants, optimizing operational efficiency, and enhancing the overall customer experience.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 
 Business Planning:
 
 Develop a comprehensive business plan for the mall, encompassing all critical components of mall operations to drive success and growth.
 </li>
 <li>
 
 Tenant Relations:
 
 Cultivate and maintain long-term, beneficial relationships with existing tenants and retail groups to secure ongoing and future business opportunities.
 </li>
 <li>
 
 Operational Coordination:
 
 Implement and uphold approved procedures and systems across all mall functions, ensuring seamless collaboration among internal departments to meet business objectives and enhance tenant and customer experiences.
 </li>
 <li>
 
 Maintenance Management:
 
 Collaborate with department heads to prepare and oversee plans for regular and periodic maintenance, ensuring high-quality execution and adherence to schedules.
 </li>
 <li>
 
 Financial Oversight:
 
 Manage the collection of dues from tenants, ensuring compliance with contractual terms and timely resolution of any financial issues.
 </li>
 <li>
 
 Complaint Resolution:
 
 Address tenant complaints and demands efficiently, working proactively to identify and eliminate the root causes while adhering to legal and contractual obligations.
 </li>
 <li>
 
 Legal Compliance:
 
 Ensure all mall operations and tenant interactions are conducted in accordance with applicable legal standards and regulations.
 </li>
 <li>
 
 Brand Management:
 
 Develop and maintain a strong corporate mall identity, ensuring compliance with brand guidelines and promoting a cohesive image.
 </li>
 <li>
 
 Customer Service Enhancement:
 
 Take initiative to improve customer service within the mall, implementing strategies that enhance the shopping experience.
 </li>
 <li>
 
 Additional Responsibilities:
 
 Perform other tasks as assigned to support the overall objectives of the mall.
 </li>
 </ul>
 
 
 Job Requirements:
 
 
 <ul>
 <li>
 MBA in Management or related field is preferred.
 </li>
 <li>
 Minimum of 5 years of experience in mall management or a similar role.
 </li>
 <li>
 Strong business acumen with a solid understanding of commercial facilities management.
 </li>
 <li>
 Proven experience in managing leasing contracts, negotiations, and tender management.
 </li>
 <li>
 Excellent communication and interpersonal skills, with a customer-oriented mindset.
 </li>
 </ul>
 
 
</div>

Associate Operations Manager - Malls

Explore 445+ Operations manager in Cairo this November. Find roles across top companies and apply now to boost your career.

445 operations manager jobs IN Cairo

Operations Manager

Ground Operations Manager

Sales Operations Manager

Sales Operations Manager

Legal Operations Manager

Operations Manager Call Center

Associate Operations Manager - Malls