Call Center Operations Supervisor

Misr Elkheir Foundation

Posted on 25 Sep

Experience

3 - 7 Years

Job Location

Cairo - Egypt

Education

Any Graduation()

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Supervise, support, and coach customer service teams through Team Leaders, fostering a culture of empathy, accountability, and continuous learning.
  • Manage intraday operations, including staffing and scheduling adjustments, to achieve KPIs and drive operational agility.
  • Monitor key performance indicators (response time, first call resolution, customer satisfaction, and retention) using data-driven insights and digital tools to ensure consistent achievement of targets.
  • Collaborate with cross-functional departments to enhance the overall end-to-end customer journey, ensuring a seamless and personalized experience.
  • Handle complex escalations, identify root causes, and implement sustainable solutions while promoting innovation and adaptability.
  • Analyze performance data, prepare regular reports, and provide actionable recommendations to management for process improvement and digital transformation initiatives.
  • Ensure strict adherence to call center policies, procedures, and global quality standards while championing employee well-being and engagement.

Desired Candidate Profile

  • Bachelor s degree in a relevant field.
  • 3+ years of experience in customer service, including 2+ years in a supervisory role.
  • Solid background in workforce management and intraday performance monitoring.
  • Proven ability to achieve service KPIs (Service Level, AHT, FCR, Quality).
  • Strong leadership, communication, and problem-solving skills with a future-ready mindset.
  • Awareness of emerging technologies (AI, automation tools, CRM platforms) is a plus.

Company Industry

  • NGO
  • Social Services
  • Community Services
  • Non-Profit

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Call Center Operations Supervisor

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

Misr Elkheir Foundation

https://wuzzuf.net/jobs/p/iffo9mnbbl1m-call-center-operations-supervisor-misr-elkheir-foundation-cairo-egypt