We are looking for an experienced Call Center Supervisor to lead and support call center operations, ensure high-quality customer service, and drive team performance.Key Responsibilities:Supervise and support call center agents to achieve operational and customer service targets.Monitor daily performance, KPIs, quality metrics, and productivity levels.Coach, guide, and provide feedback to team members to improve performance.Handle escalations and ensure customer issues are resolved effectively.Prepare performance reports and share operational insights with management.Manage daily workload, schedules, attendance, and team allocation.Ensure compliance with call center policies, procedures, and service standards.Identify improvement areas and support continuous process enhancement.Coordinate with other departments to resolve customer-related issues. Requirements:Bachelor’s degree in Business Administration or related field.4–6 years of experience in Call Center / Customer Service operations.Minimum 2 years of experience in a supervisory role.Strong knowledge of call center KPIs and performance management.Excellent communication and leadership skills.Ability to handle escalations and manage a team effectively.Good reporting and analytical skills.
Etisalat Misr, branded 'etisalat by e&', is Egypt's third mobile operator and first integrated telecom operator, part of the global e& group.
What you should know
Egypt's third mobile operator since 2007: Etisalat Misr launched commercial operations on 30 April 2007 as Egypt's third mobile operator and first integrated telecom operator, attracting one million subscribers within 50 days.
Part of the e& group serving ~175 million customers: The operator is majority-owned by the Emirates Telecommunications Group (e&), a global technology group founded in 1976 operating in 38 countries.
Among Egypt's four 5G operators (live June 2025): Egypt commercially launched 5G on 4 June 2025; e& Egypt was one of four operators going live after securing a 5G license in October 2024.
How they work
Empowered, Agile, Collaborative — e& encourages creativity and innovation: working together, employees are encouraged to think outside the box and challenge the status quo to deliver the best for customers.
Drive the digital future to empower societies — e&'s vision is to bring technology to every person, home and organisation, moving the world and its people forward.
Recent update
e& Egypt among operators in Egypt's record US$3.5 billion spectrum deal. On 7 February 2026, Prime Minister Mostafa Madbouli witnessed the signing of the largest spectrum allocation deal in Egypt's telecom history. e& Egypt, alongside Vodafone Egypt, Orange Egypt and Telecom Egypt (WE), is pa…