Call Center Operations Manager

Call Center Operations Manager

About Taager

Taager is a cross-border social commerce platform operating across Egypt, Saudi Arabia, UAE, Iraq, and Oman. We enable anyone to start and scale a profitable e-commerce business. Every order end customer place is a promise — and the moment between order placed and order confirmed is where that promise either holds or breaks.

About the role

Taager is a cross-border social commerce platform operating across Egypt, Saudi Arabia, the UAE, Iraq, and Oman. The Call Center Operations Manager owns the end-to-end performance of our contact center, leading multiple teams — 100+ agents, Team Leaders, and Supervisors — to deliver against contact, conversion, productivity, and service-level targets. This is a senior operational leadership role that combines day-to-day operational rigor with workforce planning, governance, and long-term strategic execution within a complex, multi-market environment.

Reports to: COO Employment type: Full-time. Countries Managed: [Saudi Arabia, Oman]

Key Responsibilities

Operations Leadership

• Lead large-scale contact center operations across multiple teams and departments, with direct and indirect responsibility for 100+ employees.
• Manage and develop Team Leaders and Supervisors, setting clear expectations and building a strong leadership bench.
• Partner cross-functionally with Quality, Training, and Workforce Management to maintain operational stability and a consistent customer experience.
• Lead mass hiring and workforce scaling — ensuring timely recruitment, onboarding, and operational readiness to meet service-level and business targets.

Operational Performance Management

• Own and drive core operational and commercial KPIs, including Contact Rate, Conversion Rate, Average Talk Time (ATT), Average Handling Time (AHT), Occupancy, Utilization, Adherence, and Sales Productivity.
• Manage underperformance through structured coaching, development plans, and corrective actions.
• Foster a high-performance culture focused on business results, customer outcomes, and employee development.

Workforce Management

• Oversee workforce management principles, including forecasting, capacity planning, schedule optimization, staffing models, shrinkage management, and occupancy management.
• Collaborate closely with WFM teams to maintain operational stability and efficiency.

Real-Time Operations

• Direct intraday operations, including intraday performance management, schedule adherence monitoring, queue management, service-level recovery planning, and real-time productivity optimization.

Workforce & Operational Governance

• Develop and implement KPI frameworks aligned with business and client objectives.
• Translate strategic goals into measurable operational targets and performance metrics.
• Establish governance structures, performance review mechanisms, and accountability frameworks.

Strategic Planning & Business Growth

• Build and execute both short-term operational plans and long-term strategic initiatives.
• Anticipate operational risks and implement proactive mitigation strategies.
• Support business expansion, new program launches, and organizational change initiatives.

Quality, Training & Customer Experience

• Manage the interdependencies between quality performance, sales conversion, operational efficiency, and customer retention.
• Partner with Quality and Training teams to identify performance gaps and implement targeted development programs.

Reporting & Business Intelligence

• Design and maintain executive and operational dashboards providing visibility into sales performance, operational efficiency, workforce productivity, quality outcomes, and customer experience metrics.

Required Qualifications & Experience

• Extensive experience leading large-scale contact center operations with responsibility for multiple teams and departments (100+ employees).
• Proven track record managing Team Leaders and Supervisors, with strong cross-functional collaboration across Quality, Training, and Workforce Management in a complex operational environment.
• Demonstrated experience in mass hiring and workforce scaling for call center environments.
• Strong command of operational and commercial drivers: Contact Rate, Conversion Rate, ATT, AHT, Occupancy, Utilization, Adherence, and Sales Productivity.
• Solid knowledge of workforce management principles (forecasting, capacity planning, schedule optimization, staffing models, shrinkage, occupancy management).
• Comprehensive understanding of real-time/intraday operations management.
• Experience building KPI frameworks, governance structures, and accountability mechanisms, and translating strategy into operational targets.
• Track record supporting business growth, new program launches, and organizational change initiatives.
• Strong leadership skills in managing large, multi-functional contact center environments.
• Strong business intelligence orientation, with the ability to design executive and operational dashboards.