Operations Supervisor

1 day ago

Cairo, Cairo, Egypt Atheel CX Full time

About the Role

Atheel Contact Center is seeking an experienced Bilingual Supervisor (French & English) to oversee frontline operations, manage performance, and ensure exceptional service delivery for a multilingual account.

The Supervisor will play a key role in coaching agents, optimizing workflow, and supporting continuous improvement across the operation.

Key Responsibilities

Team Supervision & Leadership

  • Supervise a team of French & English-speaking agents, ensuring adherence to KPIs, SLAs, and quality standards.

  • Conduct daily briefings, performance reviews, and coaching sessions to strengthen agent capabilities.

  • Monitor attendance, schedule adherence, and overall team productivity.

Operational Excellence

  • Oversee daily operations, manage queues, and ensure smooth workflow across channels.

  • Track and analyze performance metrics (AHT, QA, CSAT, SLA, FCR) and implement corrective action plans when needed.

  • Ensure compliance with client processes, internal policies, and quality frameworks.

Training & Quality Collaboration

  • Coordinate with Training and Quality teams to support new hires, refresher training, and skill development programs.

  • Review QA results and work on root-cause analysis to improve performance.

Client & Management Reporting

  • Prepare daily/weekly performance reports and escalate operational concerns as needed.

  • Participate in client meetings and support communication related to performance updates and improvement initiatives.

Continuous Improvement

  • Identify performance gaps, operational challenges, and process inefficiencies.

  • Suggest and implement solutions to improve service delivery and customer satisfaction.

Qualifications

  • Fluent French & English (spoken & written) — mandatory.

  • Proven experience as a Supervisor/Team Leader in a contact center environment (French account preferred).

  • Strong leadership, coaching, motivation, and team management skills.

  • Deep knowledge of KPIs, SLA management, quality frameworks, and contact center operations.

  • Excellent communication, analytical thinking, and problem-solving abilities.

  • Ability to work under pressure and maintain team performance in fast-paced environments.

For more information, send your CV via WhatsApp to mentioning French SPV

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