Operations Manager

Posted:
10/16/2025, 9:28:45 PM

Location(s):
Cairo, Cairo, Egypt ⋅ Cairo, Egypt

Experience Level(s):
Mid Level ⋅ Senior

Field(s):
Operations & Logistics

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

A Call Center Operations Manager is responsible for overseeing the daily operations of a call center, ensuring seamless functioning and upholding customer satisfaction. This multifaceted role involves a range of tasks, including:
  • Developing and Implementing Strategies: Creating company systems for customer interaction and voice response, and controlling the implementation process. They also develop and implement operational strategies to improve efficiency.
  • Performance Management: Managing and improving center performance through monitoring, problem resolution, system audits, and quality assurance measures. This includes setting ambitious targets, tracking progress, and implementing strategies for improvement.
  • Staff Management: Overseeing supervisors and agents, ensuring consistent adherence to service level agreements (SLAs). They recruit, select, hire, and train new call center personnel, preparing them to respond to customer questions and complaints. They also conduct staff performance reviews, evaluate individual performance, and assess overall team effectiveness. Coaching, training, and providing feedback to team members are also key responsibilities.
  • Issue Resolution: Helping call agents with challenging customer service issues and handling escalated customer complaints.
  • Budget and Reporting: Preparing annual budgets, estimating performance requirements, and analyzing cost variance. They also prepare call center performance reports by collecting and analyzing call agents' data.
  • Process Improvement: Identifying opportunities for process improvement to drive operational efficiencies. They also maintain and improve call center operations by monitoring system performance and identifying and resolving problems.
  • Collaboration: Collaborating with other departments to optimize customer experience.
  • Compliance: Ensuring compliance with company policies and industry regulations.
Key Skills and Qualifications:
  • Strong leadership and team management skills.
  • Excellent communication (verbal and written) and interpersonal abilities.
  • Proficiency with call center software and reporting tools.
  • Ability to analyze data and make informed decisions.
  • Strong problem-solving and conflict resolution skills.
  • Experience in coaching and developing staff.
  • Ability to work in a fast-paced environment and adapt to various shifts.
  • Experience in a call center environment, ideally in a leadership role.
  • A bachelor's degree in business, management, or a related field is often preferred.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.


DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.