People Experience Centre Manager – Egypt
We are currently supporting a confidential search for a People Experience Centre Manager within a leading multinational organization with 45,000+ employees across multiple countries.
This is a key management position within the organization’s Shared Services Center in Egypt, responsible for leading the Tier 1 People Experience / Contact Centre function and ensuring a high-quality, consistent employee experience across multiple service channels.
The role will lead a team of 12 Contact Centre / People Advisors, overseeing high-volume employee interactions across voice, email, chat and digital channels, while driving service excellence, operational efficiency, self-service adoption and continuous improvement.
Key Responsibilities
- Lead the day-to-day Tier 1 People Experience Centre / Contact Centre operations across multiple service channels.
- Manage high-volume employee interactions across voice, email, chat and digital channels.
- Drive high First Contact Resolution (FCR) and minimize unnecessary escalations to Tier 2.
- Monitor service levels, queue performance, response times, contact volumes and operational capacity.
- Lead workforce planning, forecasting, scheduling and resource optimization to meet employee demand.
- Drive productivity, schedule adherence and efficient utilization of the team.
- Establish and maintain strong quality assurance and service standards, including regular monitoring, coaching and calibration.
- Ensure advisors consistently follow SOPs, scripts, policies and knowledge articles.
- Promote effective use of knowledge management tools and drive employee self-service adoption.
- Monitor and improve employee experience through CSAT, NPS, CES and other service metrics.
- Manage employee complaints, escalations and service recovery activities.
- Drive adoption of self-service tools, automation, virtual / AI agents and digital solutions to improve service delivery.
- Identify opportunities to reduce contact volumes through automation, knowledge enhancement and process improvements.
- Partner with HR Operations, HR Technology and other People Services teams to continuously improve the employee experience.
- Lead, coach and develop a team of People / Contact Centre Advisors.
- Drive performance management, engagement, capability building and service excellence across the team.
Ideal Profile
- 6–8+ years of experience in HR Operations, People Services, Contact Centre, Customer Experience or a related service delivery environment.
- Proven experience leading high-volume contact centre or shared services operations.
- Previous experience within a Shared Services Center / Global Business Services / HR Operations environment is highly preferred.
- Strong experience managing frontline teams and service delivery operations.
- Strong understanding of contact centre KPIs, including FCR, AHT, SLA, CSAT, NPS, abandonment rate and productivity.
- Experience with workforce management, forecasting, scheduling and capacity planning.
- Strong customer / employee experience mindset with a focus on service quality.
- Experience driving process improvement, automation and digital / AI adoption is highly preferred.
- Strong knowledge of case management, knowledge management and HR service delivery platforms.
- Experience with SAP SuccessFactors or other HRIS platforms is an advantage.
- Excellent stakeholder management and communication skills.
- Strong analytical, problem-solving and decision-making capabilities.
- Proven ability to coach, develop and motivate frontline teams.
Location
Cairo, Egypt
Confidentiality:
Due to the confidential nature of the search, further details about the organization and its People Services / Shared Services Center structure will be shared with shortlisted candidates.
