Senior Operations Supervisor

4 days ago

Cairo, Cairo, Egypt NEXperience Full time 30,000 - 90,000 per year

Are you a people-first leader with a passion for operational excellence and team development?

We're looking for an Operations Supervisor to join our growing NEXfamily and lead a group of talented Team Leaders in delivering outstanding customer experiences for our global clients.

Key Responsibilities


• Lead, coach, and inspire Team Leaders to drive performance, engagement, and accountability.


• Oversee daily operations across multiple contact center teams, ensuring adherence to KPIs and SLAs.


• Monitor client satisfaction, identify process gaps, and implement continuous improvement initiatives.


• Collaborate with QA, WFM, and Training to enhance efficiency and service quality.


• Prepare weekly and monthly performance reports and present insights to senior management.


• Manage offshore accounts and ensure smooth coordination with international clients.

Requirements


• Minimum 4+ years of experience in contact center leadership, with at least 2 year as a Supervisor or equivalent role.


• Proven experience managing offshore or international accounts is a MUST


• Strong analytical, communication, and leadership skills.


• Excellent command of English (spoken and written).


• A passion for developing people and creating a culture of excellence.

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