Call Center Operations Manager

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      "postalCode": "11511",
      "addressCountry": "Egypt"
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 18pt\">Call Center Operations Manager</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">About Taager</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Taager is a cross-border social commerce platform operating across Egypt, Saudi Arabia, UAE, Iraq, and Oman. We enable anyone to start and scale a profitable e-commerce business. Every order end customer place is a promise — and the moment between order placed and order confirmed is where that promise either holds or breaks.</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">About the role</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Taager is a cross-border social commerce platform operating across Egypt, Saudi Arabia, the UAE, Iraq, and Oman. The </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Call Center Operations Manager</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> owns the end-to-end performance of our contact center, leading multiple teams — 100+ agents, Team Leaders, and Supervisors — to deliver against contact, conversion, productivity, and service-level targets. </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">This is a senior operational leadership role that combines day-to-day operational rigor with workforce planning, governance, and long-term strategic execution within a complex, multi-market environment.<br><br></span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><br></span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Reports to:</span> COO <span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Employment type:</span> Full-time. <span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Countries Managed: </span>[Saudi Arabia, Oman]<br></span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"color: rgb(67, 67, 67); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Operations Leadership</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Lead large-scale contact center operations across multiple teams and departments, with direct and indirect responsibility for 100+ employees.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Manage and develop Team Leaders and Supervisors, setting clear expectations and building a strong leadership bench.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Partner cross-functionally with Quality, Training, and Workforce Management to maintain operational stability and a consistent customer experience.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Lead mass hiring and workforce scaling — ensuring timely recruitment, onboarding, and operational readiness to meet service-level and business targets.</span></li>\n</ul>\n<p><span style=\"color: rgb(67, 67, 67); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Operational Performance Management</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Own and drive core operational and commercial KPIs, including Contact Rate, Conversion Rate, Average Talk Time (ATT), Average Handling Time (AHT), Occupancy, Utilization, Adherence, and Sales Productivity.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Manage underperformance through structured coaching, development plans, and corrective actions.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Foster a high-performance culture focused on business results, customer outcomes, and employee development.</span></li>\n</ul>\n<p><span style=\"color: rgb(67, 67, 67); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Workforce Management</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Oversee workforce management principles, including forecasting, capacity planning, schedule optimization, staffing models, shrinkage management, and occupancy management.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Collaborate closely with WFM teams to maintain operational stability and efficiency.</span></li>\n</ul>\n<p><span style=\"color: rgb(67, 67, 67); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Real-Time Operations</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Direct intraday operations, including intraday performance management, schedule adherence monitoring, queue management, service-level recovery planning, and real-time productivity optimization.</span></li>\n</ul>\n<p><span style=\"color: rgb(67, 67, 67); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Workforce &amp; Operational Governance</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Develop and implement KPI frameworks aligned with business and client objectives.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Translate strategic goals into measurable operational targets and performance metrics.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Establish governance structures, performance review mechanisms, and accountability frameworks.</span></li>\n</ul>\n<p><span style=\"color: rgb(67, 67, 67); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Strategic Planning &amp; Business Growth</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Build and execute both short-term operational plans and long-term strategic initiatives.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Anticipate operational risks and implement proactive mitigation strategies.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Support business expansion, new program launches, and organizational change initiatives.</span></li>\n</ul>\n<p><span style=\"color: rgb(67, 67, 67); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Quality, Training &amp; Customer Experience</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Manage the interdependencies between quality performance, sales conversion, operational efficiency, and customer retention.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Partner with Quality and Training teams to identify performance gaps and implement targeted development programs.</span></li>\n</ul>\n<p><span style=\"color: rgb(67, 67, 67); font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Reporting &amp; Business Intelligence</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Design and maintain executive and operational dashboards providing visibility into sales performance, operational efficiency, workforce productivity, quality outcomes, and customer experience metrics.</span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Required Qualifications &amp; Experience</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Extensive experience leading large-scale contact center operations with responsibility for multiple teams and departments (100+ employees).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Proven track record managing Team Leaders and Supervisors, with strong cross-functional collaboration across Quality, Training, and Workforce Management in a complex operational environment.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Demonstrated experience in mass hiring and workforce scaling for call center environments.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Strong command of operational and commercial drivers: Contact Rate, Conversion Rate, ATT, AHT, Occupancy, Utilization, Adherence, and Sales Productivity.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Solid knowledge of workforce management principles (forecasting, capacity planning, schedule optimization, staffing models, shrinkage, occupancy management).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Comprehensive understanding of real-time/intraday operations management.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience building KPI frameworks, governance structures, and accountability mechanisms, and translating strategy into operational targets.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Track record supporting business growth, new program launches, and organizational change initiatives.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Strong leadership skills in managing large, multi-functional contact center environments.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Strong business intelligence orientation, with the ability to design executive and operational dashboards.</span></li>\n</ul>",
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