Assistant Manager Operations

Requirements

Key Responsibilities

• Team Leadership & Oversight:
  
  Lead and manage a workforce of over 100 employees including Team Leaders ensuring consistent delivery of service excellence across all shifts and locations.
  

• Operational Management:
  
  Supervise day-to-day offshore operations to ensure adherence to client-specific KPIs SLAs and internal quality benchmarks.
  

• Client Engagement & Escalation Handling:
  
  Maintain effective communication with clients handle customer escalations and coordinate closely with internal teams to resolve complex service issues.
  

• Performance Analysis:
  
  Monitor team performance metrics conduct root cause analysis for missed KPIs and implement robust corrective action plans to enhance operational output.
  

• Reporting & Reviews:
  
  Prepare and present weekly performance reviews and operational updates to senior management using data-driven insights for strategic decision-making.
  

• Coaching & Development:
  
  Deliver structured coaching feedback sessions and one-on-one performance check-ins to promote a high-performance culture.
  

• Quality & Compliance:
  
  Ensure process adherence quality control and knowledge management across operational teams maintaining alignment with organizational standards.
  

• Workforce Management:
  
  Manage workforce planning activities including shift scheduling adherence and resource allocation to meet dynamic service demands.
  

Qualifications and Skills

• A Bachelor s degree in any discipline.
  

• 3 6 years of relevant experience in customer service/BPO operations.
  

• At least 2 years in a Team Leader or supervisory capacity managing medium to large teams.
  

• Strong understanding of customer service processes SLA management and contact center KPIs.
  

• Proficiency in MS Office tools especially Excel PowerPoint and Word.
  

• Fluency in Arabic is essential; English fluency is an added advantage.
  

• Must be willing and able to work onsite in Egypt or Dubai as required.
  

Preferred Attributes

• Strong interpersonal and communication skills with the ability to lead diverse teams.
  

• Analytical mindset with a focus on operational excellence and continuous improvement.
  

• Proven ability to manage pressure resolve conflicts and drive team success in a dynamic environment.
  

• Flexibility to work across different shifts and manage geographically distributed teams.
  

Benefits

What We Offer

• A leadership role in a fast-growing offshore BPO operation
  

• Exposure to international client management and global service delivery
  

• Competitive compensation package with performance-based incentives
  

• Opportunities for career advancement within a global operations framework