Customer Service Operations Manager (Fintech)

TL;DR

Customer Service Operations Manager (Fintech): Managing and optimizing contact center performance to ensure high-quality customer experience with an accent on root-cause diagnosis and team leader development. Focus on improving KPIs like CSAT and first-contact resolution, driving cross-functional process fixes, and implementing systemic efficiencies.

Location: Onsite in Egypt

Company

hirify.global is a GCC-based fintech company specializing in flexible payment options like Buy Now, Pay Later.

What you will do

• Diagnose root causes of performance and CX problems using data-driven recommendations instead of treating symptoms.
• Coach and develop Team Leaders to manage their own people, spot underperformance early, and run improvement plans.
• Implement and document time-bound improvement plans for struggling agents to prioritize recovery over termination.
• Collaborate with product, service desk, quality, training, and WFM teams to drive end-to-end operational fixes.
• Account for the direct link between operational choices (staffing, coaching) and the final customer experience across all channels.
• Optimize the system by identifying inefficiencies and implementing automation and self-service where justified.

Requirements

• Bachelor's degree in Business Administration or a related field.
• 10+ years in contact center operations, including 5+ years leading teams or 2+ years as an Operations Manager.
• Proven ability to improve KPIs such as CSAT, response time, and first-contact resolution.
• Fluency in English and Arabic (written and verbal).
• Proficiency with CRM systems, contact center technology, and workforce management (WFM) tools.
• Must be based in Egypt for onsite work.

Hiring process

• HR call.
• Technical interview.
• Final interview.