Operations Manager

Operations Manager – BPO Operations (VXI Egypt)Location: Cairo, Egypt Industry: BPO / Contact CenterPosition SummaryThe Operations Manager is responsible for leading and managing day-to-day operations within a fast-paced BPO environment, ensuring the achievement of operational KPIs, client satisfaction, and business objectives. The role focuses on driving performance, operational efficiency, employee engagement, and continuous improvement across multiple teams and functions.Key ResponsibilitiesLead and manage Team Leaders and support functions to ensure achievement of operational targets and service delivery standardsDrive performance across key KPIs including Customer Satisfaction (CSAT / NPS), Quality, Productivity, AHT, Adherence, and Revenue targetsMonitor operational performance and implement corrective action plans to address gaps and improve resultsConduct regular business reviews and performance discussions with Team Leaders and stakeholdersEnsure effective people management including coaching, development, performance management, and succession planningManage attendance, shrinkage, staffing utilization, and operational efficiencyHandle client escalations and ensure timely resolution of operational issuesCollaborate with Workforce Management, Training, Quality, HR, and other support functions to achieve operational goalsAnalyze operational data and generate reports to support strategic decision-makingEnsure compliance with company policies, procedures, and client requirementsDrive employee engagement initiatives and foster a positive work environmentSupport process improvement initiatives to enhance customer experience and operational performanceKey Performance Indicators (KPIs)Customer Satisfaction (CSAT / NPS)Quality Assurance (QA) ScoresService Level & ProductivityAverage Handling Time (AHT)Adherence & AttendanceRevenue / Sales Targets (If Applicable)Attrition & Employee EngagementRequirementsMinimum 4–6 years of experience in BPO / Contact Center OperationsMinimum 1–2 years of experience in a leadership role (Operations Manager / Senior Team Leader)Strong understanding of contact center operations and KPI managementProven experience in people management, coaching, and performance improvementExcellent communication, stakeholder management, and problem-solving skillsStrong analytical and reporting skillsAbility to work under pressure in a fast-paced environmentPreferred QualificationsExperience managing US or international accountsExposure to Telecom, E-Commerce, or Customer Service accountsKnowledge of reporting tools and operational dashboardsLean / Six Sigma knowledge is a plusWork EnvironmentFast-paced, target-driven BPO / Contact Center environmentRotational shifts may be required based on business needsCore CompetenciesLeadership & People ManagementOperational ExcellenceKPI & Performance ManagementClient & Stakeholder ManagementProblem Solving & Decision MakingCoaching & Team DevelopmentData Analysis & Reporting