Oversee design, development, and implementation of quality improvement initiatives
Translate business needs into clear strategic plans
Manage client communications and align teams to expectations
Drive performance and service quality to ensure customer satisfaction
Collaborate across divisions to improve and drive retail program performance
Lead data-driven strategic analysis to address sponsor needs

🎯 Requirements

Experience managing 300+ employees in contact center or BPO
8+ years in progressive management; 5+ years in service delivery for an account
Strong understanding of Customer Service and Sales ops
Proven performance management across Egypt-based lines of business; Jamaica potential
Retail sector experience is a plus
Hands-on with voice and digital channels (chat, SMS)

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