Head of Operations – Contact Center
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| Company Name | Raya CX |
| Company Type | Private |
| Job Type | Full-Time |
| Salary Range | Market Competitive |
| Location | Cairo, Cairo, Egypt |
| Qualifications | Bachelor’s Degree |
| Experience | 10 Year+ |
Job Overview
Raya CX is seeking a dynamic and experienced Head of Operations for their Contact Center in Cairo, Egypt. This leadership role involves overseeing all aspects of contact center operations, ensuring exceptional service delivery and operational efficiency for a global client base.
Company Overview
Raya CX provides next-generation BPO and customer experience management on behalf of clients across various industries. Since 2001, RAYA CX has been the preferred partner for customer service, technical support, and global services for Fortune 1000 companies across North America, Europe, the Middle East, and Africa. Delivering from highly skilled labor markets, RAYA CX provides integrated business process outsourcing solutions supported by advanced technology, robust strategies, continuous improvement, and innovation.
Quick Details
- Salary Range: Market Competitive
- Job Type: Full-time
- Qualifications: Bachelors-degree
- Experience: 10 Year+
Key Responsibilities
- Lead and manage overall contact center operations, ensuring high performance.
- Develop and implement strategies to enhance customer experience and operational efficiency.
- Oversee workforce management, quality assurance, and training initiatives.
- Monitor key performance indicators (KPIs) and implement corrective actions as needed.
- Drive continuous improvement and innovation within the contact center environment.
- Manage client relationships and ensure service level agreements are met consistently.
Requirements
- Proven experience in a senior operations role within a large-scale contact center environment.
- Strong leadership and team management skills with a focus on motivation and development.
- Excellent analytical and problem-solving abilities to optimize operational performance.
- Demonstrated ability to drive process improvements and achieve ambitious operational targets.
- Exceptional communication and interpersonal skills for effective stakeholder management.
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
Benefits
- Opportunity to lead a crucial department in a leading BPO company.
- Work with a diverse client portfolio across global markets.
- Competitive salary and benefits package tailored to experience.
- Professional growth and development opportunities within a dynamic organization.
- Engage in a fast-paced and innovative work environment.
- Contribute significantly to shaping next-generation customer experience solutions.