Job Description
Operations Supervisor
Location: Cairo, Egypt (on-site) Employment type: Full-time
About the role
We'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.
Responsibilities
Lead, 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.
Req