Contact Center Operations Supervisor

Business ObjectiveOwn end-to-end delivery across voice, chat, and back-office (BO) operations, ensuring consistent service levels, quality, and turnaround times across all channels. Drive process alignment between channels to eliminate discrepancies and ensure a seamless customer experience regardless of touchpoint. Bring hands-on contact center expertise to manage day-to-day operations against core KPIs (SLA, FCR, AHT, CSAT, NPS), using data-driven reporting to identify trends, flag risks early, and drive continuous improvement in both agent performance and customer outcomes. Lead, coach, and mentor team leads and agents to build a high-performing, engaged workforce. Identify and actively develop high-potential leads through structured coaching and stretch assignments, building a strong succession pipeline for future leadership roles.Top 3 KPIs for Success • Multi-Channel Operations Leadership • Contact Center Performance & Reporting • Team Development & Succession Planning Responsibilities: • Own end-to-end delivery across voice, chat, and back-office (BO) operations across Egypt and KSA, ensuring high-quality support and compliance with company policies. • Ensure consistent service levels, quality, and turnaround times across all channels, driving process alignment to eliminate discrepancies and deliver a seamless customer experience regardless of touchpoint. • Manage a multi-channel team handling chat, inbound calls, back-office, and merchant support for both countries. • Supervise and resolve CPA complaints promptly, maintaining service standards and customer trust. • Support and enhance customer experience across various services including bill payments, offers, and gaming. • Lead payment troubleshooting in collaboration with vendors to ensure smooth transaction processes. • Bring hands-on contact center expertise to manage day-to-day operations against core KPIs (SLA, FCR, AHT, CSAT, NPS), using data-driven reporting to identify trends, flag risks early, and drive continuous improvement. • Utilize AI tools and technologies to improve efficiency and enhance call center performance. • Conduct regular quality assurance checks, ensuring agents meet service and communication standards. • Act as the main contact for escalation handling, ensuring timely resolution of customer and merchant concerns. • Prepare reporting and insights for management, highlighting performance, risks, and opportunities for improvement. • Lead, coach, and mentor team leads and agents to build a high-performing, engaged workforce. • Identify and actively develop high-potential leads through structured coaching and stretch assignments, building a strong succession pipeline for future leadership roles. • Collaborate with cross-functional teams (Product, Marketing, IT, Vendor Relations) to resolve service-impacting issues. • Ensure full compliance with company policies, regulatory requirements, and data protection standards. • Identify and implement process improvements to drive operational efficiency and customer satisfaction. • Foster a culture of accountability, customer-centricity, and continuous improvement. • Bachelor's degree or higher. • 3-5 years of experience as a Supervisor in a contact center / customer service environment. • Strong command of English, written and spoken (B1 level minimum). • Proven leadership, team building, and mentoring skills. • Ability to make data-driven decisions and manage change effectively. • Experience in managing multi-country operations (Egypt & KSA) is preferred. • Knowledge of AI applications in call centers is an added advantage. • Performance management, KPI design, and root cause analysis skills. • SLA management and operational efficiency mindset. • Passion for education, customer satisfaction, and operational excellence.Tools / Systems ProficiencyCRM, Advanced Excel, Power BI. • Bachelor's degree or higher. • 3-5 years of experience as a Supervisor in a contact center / customer service environment. • Strong command of English, written and spoken (B1 level minimum). • Proven leadership, team building, and mentoring skills. • Ability to make data-driven decisions and manage change effectively. • Experience in managing multi-country operations (Egypt & KSA) is preferred. • Knowledge of AI applications in call centers is an added advantage. • Performance management, KPI design, and root cause analysis skills. • SLA management and operational efficiency mindset. • Passion for education, customer satisfaction, and operational excellence.Tools / Systems ProficiencyCRM, Advanced Excel, Power BI.