(Cairo) Call Centre Manager

About the role

Quantanite is seeking a Call Centre Manager to lead and oversee its customer service operations based in Cairo, Maadi. This role is responsible for managing the daily functions of the call centre, ensuring that service quality standards are consistently met across all customer interactions and touchpoints. The manager will guide and develop a team of customer service agents, set clear performance targets, and drive continuous improvement in support processes and customer satisfaction. This is a full-time position that requires on-site presence at the Cairo office and close collaboration with regional leadership.

Key facts

What you'll do

Manage the day-to-day operations of the call centre team and ensure smooth daily workflows

Set and monitor individual and team performance targets for all customer service agents

Handle customer escalations and ensure timely and satisfactory resolution of complex issues

Develop training materials and conduct regular coaching sessions for new and existing hires

Review call recordings and transcripts to assess agent quality and provide constructive feedback

Prepare detailed weekly and monthly reports on call volume, wait times, and agent productivity

Collaborate with other departments to identify opportunities for improving the overall customer experience

Ensure full compliance with company policies, industry regulations, and data protection standards at all times

Manage shift scheduling and workforce allocation to maintain coverage across all operating hours

Identify bottlenecks in call flow and propose process improvements to increase efficiency

Build and maintain relationships with vendors and third-party service providers as needed

Support the recruitment and onboarding of new call centre staff members from start to finish

Coordinate with quality assurance teams to implement feedback loops and drive service excellence initiatives

Monitor customer feedback channels and social media to identify trends and address emerging concerns proactively

Requirements

Proven experience managing a call centre or customer service team in a corporate environment

Strong understanding of call centre metrics including AHT, FCR, and overall performance measurement

Excellent communication and interpersonal skills in both English and Arabic languages are required

Ability to work in a fast-paced environment with shifting priorities and tight deadlines consistently

Hands-on experience with workforce management software and employee scheduling tools and platforms

Demonstrated leadership skills with a track record of coaching, mentoring, and developing team members

Familiarity with customer relationship management platforms and call routing and queuing systems is essential

Degree in business administration or a related field is strongly preferred and required

Proven ability to manage high call volumes while maintaining quality standards and customer satisfaction scores

Strong problem-solving skills and the capacity to make decisions independently under pressure

Nice to have

Prior experience working in the outsourcing or BPO industry with a focus on customer service delivery

Knowledge of Arabic and English fluency with strong written and verbal communication skills across both languages

Exposure to quality assurance frameworks and scorecard development processes in a call centre environment

Background in implementing automation or self-service support options to improve customer resolution times and satisfaction

Experience with workforce optimization and demand forecasting to improve resource allocation and reduce operational costs

Familiarity with English and Arabic bilingual call centre environments and multicultural team settings

Skills & tools

Call centre management and workforce planning techniques for team leaders and supervisors

Customer relationship management software and cloud-based platforms for tracking customer interactions

Performance dashboards and real-time reporting analytics tools for monitoring team output

Quality assurance and call monitoring methodologies and best practices for service improvement

Conflict resolution and de-escalation techniques for handling difficult customer situations effectively

Scheduling and rostering applications for shift management and ensuring adequate coverage at all times

Data analysis and reporting capabilities for tracking call centre KPIs and service level agreements

Team collaboration and communication platforms for coordinating with cross-functional stakeholders across departments

Practical notes

The role is based at the Quantanite office in Maadi, Cairo, and requires regular on-site presence

Full-time hours with a standard business schedule and possible weekend shifts during peak operational periods

This position reports directly to the regional operations leadership team based in the same city

Candidates should be available for in-person interviews in Cairo and must hold valid work authorization in Egypt

The office is located in Maadi, Cairo, a well-connected residential area with easy access to public transport

Quantanite offers a supportive work environment with opportunities for professional growth and career advancement within the organization