JOB DESCRIPTION Operations SupervisorLocation: Cairo, Egypt (on-site) Employment type: Full-timeAbout The RoleWe're hiring an Operations Supervisor to lead a team of customer service representatives in our contact-centre operations. You'll be responsible for your team's daily performance, coaching, and delivery against targets — keeping service quality high while supporting and developing your people.ResponsibilitiesLead, supervise, and motivate a team of customer service representatives.Monitor daily performance against KPIs and SLAs (quality, productivity, customer satisfaction, attendance/adherence).Coach and give regular feedback to help team members improve and grow.Manage shift schedules, attendance, and real-time coverage.Handle escalations and support agents on complex customer issues.Run team huddles and one-on-ones, and conduct performance reviews.Track and report team metrics to management.Ensure the team follows processes, quality standards, and company policies.Requirements2+ years' experience in a contact-centre / BPO environment, including team-lead or supervisory experience.Strong English communication skills (CEFR B2 or above).Solid people-management and coaching skills.Good understanding of contact-centre KPIs and performance management.Comfortable working on-site in rotational shifts.Strong organisation, problem-solving, and reporting skills.Bachelor's degree preferred.What we offerA leadership role with real impact on team performance and growth.Competitive salary plus performance incentives.Career-development and progression opportunities.A supportive, fast-paced work environment.(Add transportation, medical insurance, or other benefits as applicable.) RESPONSIBILITIES Operations SupervisorLocation: Cairo, Egypt (on-site) Employment type: Full-timeResponsibilitiesLead, supervise, and motivate a team of customer service representatives.Monitor daily performance against KPIs and SLAs (quality, productivity, customer satisfaction, attendance/adherence).Coach and give regular feedback to help team members improve and grow.Manage shift schedules, attendance, and real-time coverage.Handle escalations and support agents on complex customer issues.Run team huddles and one-on-ones, and conduct performance reviews.Track and report team metrics to management.Ensure the team follows processes, quality standards, and company policies.What we offerA leadership role with real impact on team performance and growth.Competitive salary plus performance incentives.Career-development and progression opportunities.A supportive, fast-paced work environment.(Add transportation, medical insurance, or other benefits as applicable.)Requirements QUALIFICATIONS 1+ year experience in a contact-centre / BPO environment, including team-lead or supervisory experience.Strong English communication skills (CEFR B2 or above).Solid people-management and coaching skills.Good understanding of contact-centre KPIs and performance management.Comfortable working on-site in rotational shifts.Strong organisation, problem-solving, and reporting skills.Bachelor's degree preferred.