Operations Team Leader
RayaCXHurghada, Red Sea, Egypt
Posted January 5, 2026
Full Time
About the Company
RayaCX delivers next‑generation business process outsourcing and customer experience solutions to Fortune 1000 clients worldwide. The company specializes in omnichannel customer service, digital CX, and contact center operations, leveraging advanced analytics, AI, and chatbot technologies to enhance service quality. By sourcing highly skilled talent from competitive labor markets and applying rigorous continuous improvement strategies, RayaCX offers integrated CX consultancy, HRO, and social media moderation services that drive measurable business outcomes. Its long‑standing partnership with global enterprises across North America, Europe, the Middle East, and Africa underscores its reputation for innovation, reliability, and scalable customer experience excellence.
Job Description
The Operations Team Leader supervises and manages activities and performance of Account Advisors, ensuring QA standards are met, KPIs are achieved, and difficult calls are handled.
Requirements
- Supervise and manage Account Advisors
- Handle on-job training and coaching
- Monitor transactions and performance metrics
- Manage difficult calls and escalate as needed
- Coordinate with supporting functions to eliminate problems
- Carry out annual performance assessments
- Monitor incoming call queue and optimize efficiency
- Communicate changes to schedules or Work Force levels
- Ensure end-user privacy policies are implemented
- Adhere to monitoring plan and process improvement opportunities