Senior Ops Manager- BPO

Intouch CX -
Maadi, Cairo

Intouch CX -
Maadi, Cairoposted 14 hours ago

7Applicants for3 open positions

Job Details

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Key Roles and ResponsibilitiesOperational Leadership

Oversee daily operations and performance of assigned teams to ensure SLAs, KPIs, and quality metrics are consistently met.
Monitor real-time operations and make adjustments to workforce planning, if necessary.
Drive continuous process improvements to enhance service delivery and operational efficiency.

Team Management

Lead, mentor, and develop Operations Managers, Team Leaders, and front-line staff to maximize performance and engagement.
Conduct regular coaching, feedback sessions, and performance reviews.
Foster a collaborative team culture that encourages accountability and excellence.

Client & Stakeholder Management

Act as the primary point of contact for client escalations during shift hours.
Develop strong relationships with internal and external stakeholders to ensure alignment on operational goals and expectations.
Participate in regular business reviews and client meetings as needed.

Reporting & Analysis

Analyze operational reports and dashboards to identify trends, gaps, and areas for improvement.
Prepare and present performance reports, action plans, and strategic initiatives to senior leadership.

Compliance & Quality Assurance

Ensure compliance with company policies, procedures, and client-specific requirements.
Champion quality initiatives and maintain adherence to customer satisfaction standards.

Qualifications & Experience

Minimum of 1–2 years of experience as senior operations manager within the BPO or contact center industry.
Proven experience managing night/overnight shifts and leading large teams.
Strong analytical, decision-making, and problem-solving skills.
Excellent communication and interpersonal abilities.
Proficiency in performance management tools and CRM systems.

Working Conditions

On-site work at our Maadi location.
Night and overnight shifts in a rotational pattern (5 working days, 2 days off).
Transport provided from designated pick-up and drop-off points.

IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability. IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us. By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship. All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.