Operations Manager – BPO Operations (VXI Egypt)
Location: Cairo, Egypt Industry: BPO / Contact Center
Position Summary The Operations Manager is responsible for leading and managing day-to-day operations within a fast-paced BPO environment, ensuring the achievement of operational KPIs, client satisfaction, and business objectives. The role focuses on driving performance, operational efficiency, employee engagement, and continuous improvement across multiple teams and functions.
Key Responsibilities Lead and manage Team Leaders and support functions to ensure achievement of operational targets and service delivery standards Drive performance across key KPIs including Customer Satisfaction (CSAT / NPS), Quality, Productivity, AHT, Adherence, and Revenue targets Monitor operational performance and implement corrective action plans to address gaps and improve results Conduct regular business reviews and performance discussions with Team Leaders and stakeholders Ensure effective people management including coaching, development, performance management, and succession planning Manage attendance, shrinkage, staffing utilization, and operational efficiency Handle client escalations and ensure timely resolution of operational issues Collaborate with Workforce Management, Training, Quality, HR, and other support functions to achieve operational goals Analyze operational data and generate reports to support strategic decision-making Ensure compliance with company policies, procedures, and client requirements Drive employee engagement initiatives and foster a positive work environment Support process improvement initiatives to enhance customer experience and operational performance
Key Performance Indicators (KPIs) Customer Satisfaction (CSAT / NPS) Quality Assurance (QA) Scores Service Level & Productivity Average Handling Time (AHT) Adherence & Attendance Revenue / Sales Targets (If Applicable) Attrition & Employee Engagement
Requirements Minimum 4–6 years of experience in BPO / Contact Center Operations Minimum 1–2 years of experience in a leadership role (Operations Manager / Senior Team Leader) Strong understanding of contact center operations and KPI management Proven experience in people management, coaching, and performance improvement Excellent communication, stakeholder management, and problem-solving skills Strong analytical and reporting skills Ability to work under pressure in a fast-paced environment
Preferred Qualifications Experience managing US or international accounts Exposure to Telecom, E-Commerce, or Customer Service accounts Knowledge of reporting tools and operational dashboards Lean / Six Sigma knowledge is a plus
Work Environment Fast-paced, target-driven BPO / Contact Center environment Rotational shifts may be required based on business needs
Core Competencies Leadership & People Management Operational Excellence KPI & Performance Management Client & Stakeholder Management Problem Solving & Decision Making Coaching & Team Development Data Analysis & Reporting