Contact Center Operations Manager
Tabby
Operations
Posted on Nov 24, 2025
We are seeking an Operations Manager to support and assist the Head of the Contact Center in managing our customer service operations in Egypt. The Operations Manager will play a critical role in ensuring the smooth and efficient day-to-day functioning of the contact center, contributing to the achievement of key performance indicators and customer satisfaction goals.
The Operations Manager will work closely with the Head of Contact Center to ensure the delivery of exceptional customer service experiences while maintaining efficient day-to-day operations. This role provides an excellent opportunity to contribute to the success of the contact center and enhance customer satisfaction.
The Operations Manager will work closely with the Head of Contact Center to ensure the delivery of exceptional customer service experiences while maintaining efficient day-to-day operations. This role provides an excellent opportunity to contribute to the success of the contact center and enhance customer satisfaction.
- Application Deadline
- December 24, 2025
- Department
- Customer Support Ops
- Employment Type
- Full Time
- Location
- Egypt
- Workplace type
- Onsite
- Reporting To
- Roberts Bendins
Key Responsibilities
- Assist in managing and mentoring a team of customer service representatives and supervisors to maintain a high-performance work environment.
- Work closely with the Head of Contact Center to implement strategies for delivering exceptional customer service experiences and meeting or exceeding KPIs and customer satisfaction goals.
- Supervise the daily operations of the contact center, including call handling, email support, live chat, and social media interactions.
- Collaborate with cross-functional teams to maintain a seamless customer experience across all touchpoints.
- Support training programs to enhance the skills and knowledge of customer service representatives, ensuring their ability to provide effective solutions.
- Assist in maintaining operational policies and procedures, ensuring compliance with company standards and local regulations.
- Contribute to workforce planning, scheduling, and resource allocation to meet customer demand and maintain service levels.
- Participate in initiatives to optimize customer interaction channels, enhance self-service options, and implement innovative solutions to improve customer engagement.
- Assist in addressing and resolving escalated customer issues and complaints.
- Stay updated on industry trends, customer preferences, and emerging technologies.
- Collaborate with the Head of Contact Center in preparing and presenting regular reports on contact center performance to senior management.
Skills, Knowledge & Expertise
- Bachelor's degree in Business Administration or a related field.
- 10 years of experience in contact center management, with 5 years of experience in a leadership role (e.g., supervisor or team lead) or a minimum of 2 years as Operations Manager or equivalent managing an inbound team.
- Knowledge of customer service principles, call center operations, and customer experience management.
- Proven ability to contribute to KPIs related to customer satisfaction, response times, and resolution rates.
- Strong communication skills in English and Arabic, both written and verbal.
- Familiarity with customer relationship management (CRM) software and contact center technology.
- Leadership and team management abilities, with the ability to motivate and develop a diverse team.
- Problem-solving skills and a customer-centric mindset.
- Knowledge of local regulations and cultural nuances affecting customer interactions in the Middle East market.
Job Benefits
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About Tabby
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.
The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
Our Hiring Process
Stage 1:
Applied
Stage 2:
HR Interview
Stage 3:
Case Study
Stage 4:
Technical interview @Tabby
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