- Manage daily inbound customer service operations and ensure achievement of agreed service levels and KPIs.
- Lead, mentor and develop agents and Team Leaders.
- Monitor customer satisfaction, complaint resolution, agent productivity and service quality.
- Plan staffing, manpower schedules and rotational shifts to maintain adequate operational coverage.
- Analyse performance data and call trends, prepare management reports and implement improvements.
- Ensure customer complaints and escalations are resolved within agreed timelines.
- Identify training needs and coordinate with Training and Quality teams to improve performance.
- Work closely with IT and HR to address operational needs.
- Support recruitment, onboarding and employee retention in coordination with HR.
- Prepare contingency plans to maintain service continuity.
- Monitor revenue and costs against the contact centre business plan.
Requirements
- At least 2 years of experience as an Operations Manager handling contact centre BPO accounts, with 2–5 years specified by the client.
- Professional proficiency in German and English, minimum B2 in both languages.
- Proven experience leading contact centre teams and managing operational performance.
- Strong knowledge of service levels, customer satisfaction metrics, complaint management and agent productivity.
- Experience in workforce scheduling, shift management and performance reporting.
- Strong leadership, coaching, analytical and problem-solving skills.
- Proficiency in MS Office.
- Ability to work effectively in a fast-paced environment and handle customer escalations.
- Availability to work rotational shifts and provide coverage during Egyptian public holidays as required.
- Utility sector customer service experience is preferred.