Partner Support Operations Manager II tabby

Lead and manage a team of Partner Support Team Leaders and agents, fostering a high-performance, results-driven culture.

Oversee daily operations across all communication channels (calls, emails, and live chat) to ensure service levels and KPIs are consistently met.

Monitor and analyze performance metrics, including productivity, full resolution time, and customer satisfaction (CSAT), and take proactive steps to improve results.

Collaborate cross-functionally with internal departments (Training, Quality, Product, and Technology) to ensure a seamless partner experience.

Develop and implement process improvements to enhance operational efficiency and partner satisfaction.

Drive coaching and development initiatives for Team Leaders and agents to ensure continuous skill growth and engagement.

Support workforce management activities, including scheduling, staffing, and resource planning, to meet partner demand and maintain optimal service levels.

Ensure compliance with internal policies, company standards, and local regulations.

Handle escalations and complex partner issues promptly and professionally, ensuring satisfactory resolution.

Leverage contact center technology and analytics tools (e.g., Tableau, Looker, Metabase) for data-driven decision-making and performance insights.

Stay current on industry trends and best practices, introducing innovative ideas to improve partner engagement and operational outcomes.

Report regularly to senior management on performance results, key insights, and improvement plans.

Bachelor s degree in Business Administration, Operations Management, Customer Service, or a related field.

7 9 years of experience in contact center operations, including 3 5 years in a leadership role (Team Leader, Senior Team Leader, or (preferably) Operations Manager).

Strong understanding of customer service excellence, contact center performance management, and customer experience best practices.

Proven record of achieving KPI targets such as CSAT, productivity, and resolution time.

Excellent leadership, coaching, and people management skills with the ability to inspire and develop teams.

Proficient in English and Arabic (written and verbal).

Hands-on experience with CRM systems and data analytics platforms (Tableau, Looker, Metabase, or similar).

Strong analytical and problem-solving skills, with a partner-first approach.

Understanding of local regulations and cultural dynamics relevant to customer interactions in Egypt and the wider Middle East.

Adaptable and proactive, able to thrive in a fast-paced, evolving environment.