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Head of Operations - Contact Center at RayaCX

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

28 Aug, 26

Salary

0.0

Posted On

30 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Center Operations, BPO Management, KPI Management, Financial Acumen, Budgeting, Profitability Management, Stakeholder Management, Client Relationship Management, People Development, COPC Standards, Root Cause Analysis, Strategic Planning, Operational Excellence, English Fluency, Arabic Fluency, Leadership

Industry

Outsourcing and Offshoring Consulting

Description

Are you a results-driven operations leader with a passion for driving performance, profitability, and operational excellence at scale? We are looking for an experienced Head of Operations to lead large-scale customer experience operations, overseeing multiple programs and a workforce of up to 3,000 employees. This role is ideal for a strategic leader who can balance client management, financial performance, operational efficiency, and people development while delivering exceptional customer outcomes. Key Responsibilities: Lead and optimize end-to-end contact center operations across multiple accounts. Drive operational performance through KPI management, root cause analysis, and continuous improvement initiatives. Own financial performance including revenue management, budgeting, profitability, invoicing, and cost optimization. Build strong client relationships and lead commercial discussions related to operational and financial matters. Develop succession plans, strengthen leadership pipelines, and foster a high-performance culture. Ensure compliance with industry best practices, COPC standards, quality frameworks, and site governance requirements. Lead strategic initiatives that enhance customer experience, operational efficiency, and business growth. What We're Looking For: 8+ years of experience in Contact Center / BPO Operations. 4+ years in a senior leadership or people management role. Strong financial acumen with experience managing budgets, profitability, and business performance. Proven success leading large, diverse teams in fast-paced customer experience environments. Excellent stakeholder management, client-facing, and leadership capabilities. Bachelor's degree required; MBA is a strong advantage. Fluent in both English & Arabic.

Responsibilities

Lead and optimize large-scale contact center operations across multiple accounts, overseeing up to 3,000 employees. Manage financial performance, including budgeting and profitability, while maintaining strong client relationships and operational excellence.