Senior Operations Manager
On-siteCairo, Cairo, Egypt
Job Summary
Lead teams to meet and exceed business objectives by ensuring consistent achievement of financial and operational KPIs across the client. Direct recruitment, selection, induction, and ongoing skills development for direct reports while managing line responsibility for Client Operations Managers. Conduct quarterly performance reviews and 1:1 meetings against KPIs, proactively managing absenteeism and attrition to maximize EBITDA contribution. Oversee campaign migrations, new business implementations, and client relationship coordination including data requests and change control responses. Execute process audits, analyze performance data for monthly reviews, and manage client escalations to ensure forecast accuracy and service quality.
Required Qualifications
- English Proficiency of C1
- 7 - 10 years of experience in the call center industry
- Proven 3 -year experience as an operations Manager or equivalent title
- US Account Experience
- Multi-Team Management
- P&L and Financial Acumen
- Client & Stakeholder Management
- Six Sigma (Green Belt or Black Belt)
- Lean Management
- Outliers Management Certification
- PMP (Project Management Professional)
- COPC Certification
Desired Qualifications
- a second language
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