Senior Vice President

Senior Vice President – Egypt Operations

Role Overview

We are seeking a highly strategic and operational leader to oversee and drive our Egypt operations. The role will be responsible for managing the complete contact center business, scaling teams, driving operational excellence, overseeing recruitment and people strategy, and ensuring alignment with global business objectives.

This individual will act as the senior-most leader for Egypt operations and will work closely with global leadership to support business growth, customer experience, workforce management, and operational performance.

Key Responsibilities

Strategic Leadership

• Lead and manage the overall Egypt business operations
• Drive operational strategy aligned with company growth plans
• Partner with global leadership teams on expansion, process optimization, and performance improvement initiatives
• Build a high-performance culture focused on accountability, quality, and customer experience

Contact Center Operations

• Oversee end-to-end contact centre operations including customer support, workforce planning, quality, training, and performance management
• Ensure operational KPIs, SLAs, productivity, and customer satisfaction targets are consistently achieved
• Implement scalable operational processes and continuous improvement initiatives

People & Recruitment Leadership

• Lead hiring strategy and workforce planning for the Egypt office
• Manage recruitment, onboarding, talent development, and employee engagement initiatives
• Build leadership capability across departments and develop succession planning

Business & Stakeholder Management

• Act as the key point of leadership for Egypt operations
• Collaborate with cross-functional teams including HR, Finance, Operations, Technology, and Customer Experience
• Present operational insights, forecasts, and business updates to executive leadership

Compliance & Administration

• Ensure compliance with local employment laws and operational regulations
• Oversee office administration, vendor management, infrastructure, and operational governance

Requirement

• 10–15+ years of experience in contact centre/BPO/customer operations leadership
• Strong experience managing large-scale customer support or service operations
• Proven leadership experience in Egypt preferred
• Experience handling recruitment and large team management
• Strong operational, commercial, and people leadership skills
• Ability to work in a fast-paced, high-growth environment
• Excellent stakeholder management and decision-making capability

Work Location: In person