Job Description
The Operations Manager will oversee contact centre operations for a newly established German client account, ensuring service quality, customer satisfaction and achievement of operational and financial targets. The final title will depend on the selected candidate’s experience and interview assessment.
Key Responsibilities
- Manage daily inbound customer service operations and ensure achievement of agreed service levels and KPIs.
- Lead, mentor and develop agents and Team Leaders.
- Monitor customer satisfaction, complaint resolution, agent productivity and service quality.
- Plan staffing, manpower schedules and rotational shifts to maintain adequate operational coverage.
- Analyse performance data and call trends, prepare management reports and implement improvements.
- Ensure customer complaints and escalations are resolved within agreed timelines.
- Identify training needs and coordinate with Training and Quality teams to improve performance.
- Work closely with IT and HR to address operational needs.
- Support recruitment, onboarding and employee retention in coordination with HR.
- Prepare contingency plans to maintain service continuity.
- Monitor revenue and costs against the contact centre business plan.
Requirements
- At least 2 years of experience as an Operations Manager handling contact centre BPO accounts, with 2–5 years specified by the client.
- Professional proficiency in German and English, minimum B2 in both languages.
- Proven experience leading contact centre teams and managing operational performance.
- Strong knowledge of service levels, customer satisfaction metrics, complaint management and agent productivity.
- Experience in workforce scheduling, shift management and performance reporting.
- Strong leadership, coaching, analytical and problem-solving skills.
- Proficiency in MS Office.
- Ability to work effectively in a fast-paced environment and handle customer escalations.
- Availability to work rotational shifts and provide coverage during Egyptian public holidays as required.
- Utility sector customer service experience is preferred.
