Customer Service Operations Manager

About the role

Accurate Management (AMC) is hiring a Customer Service Operations Manager to join our team in Cairo. You will run customer service operations for our clients and deliver the KPIs agreed with each of them.

About the company

Accurate Management Consultancy (AMC) is based in Giza, Egypt, and delivers recruitment and outsourced operations for client companies around the world.

What you will do

• Lead customer service operations across channels (calls, chat, email, social media).
• Deliver the KPIs agreed with clients: service level, AHT, FCR, quality and customer satisfaction.
• Manage team leaders and supervisors and the performance of their teams.
• Work with WFM, Quality and Training to plan staffing and close performance gaps.
• Report performance to clients and lead service reviews and improvement plans.
• Control operating costs and make sure procedures and compliance are followed.

What we are looking for

• Bachelor’s degree in any discipline.
• 10+ years in customer service or contact centres, including 4+ years managing operations.
• Strong command of contact-centre KPIs and how to improve them.
• Experience managing outsourced (client) operations is preferred.
• Strong leadership, analytical and client-facing skills.
• Excellent Arabic and very good English.

What we offer

• Competitive package based on experience.
• Social insurance in line with Egyptian labour law.
• Training and a clear path to grow with the company.
• A growing team working with clients across different industries.