Call Center Operations Manager - Egypt

About Taager
Taager is the first B2B startup specialized in supporting social sellers. We are democratizing the social e-commerce space by enabling entrepreneurs — whether beginners or experienced — to sell online without capital, inventory, or operational experience. We handle product selection, storage, logistics, payment collection, and customer service on behalf of our merchants.

Launched in 2019 with a team of just 8 people, we’ve grown to over 350 employees across Egypt, Saudi Arabia, the UAE, and more recently Morocco. Today, we serve over 34,000 social commerce sellers, offering access to more than 2,500 high-potential products.

Our teams are driven by our mission and deeply motivated to provide the best experience for our sellers. With a commitment to quality and operational excellence, we’re transforming the social commerce landscape in the MENA region.

Our Mission
To empower anyone to start and grow their own e-commerce business.

Our Vision
We envision a world where anyone can sell online, earn a living, and even build wealth — all within a simple, low-risk environment. A world where the magic of technology is made accessible to the most talented merchants.

Why Join Taager?

Work in an international environment with team members from over 10 nationalities.

Attractive compensation plan based on performance and scalability.

Strong focus on continuous learning, development, and internal promotions.

Join a team of ambitious, kind, and talented individuals.

Position Summary

We are seeking a results-driven Call Center Operations Manager  for Egypt & GCC to oversee daily operations and lead our team to exceed performance targets. The ideal candidate will be a strategic leader focused on optimizing conversion rates, ensuring the highest quality standards, and driving continuous improvement through effective scripting, coaching, and process refinement.

What will you be responsible for:

Team Leadership & Management: Lead, coach, and develop a high-performing call center team, including supervisors and agents, fostering a culture of accountability and excellence.

Performance Management: Monitor and analyze key performance indicators (KPIs) such as call handling time, first-call resolution, customer satisfaction, and conversion rates.

Conversion Optimization: Lead the confirmation team to maximize the "Placed-to-Confirmed" conversion rate through targeted strategies, process improvements, and performance incentives.

Quality Control: Ensure lead integrity and systematically analyze refusal reasons to identify trends and improve commercial sourcing strategies.

Scripting & Coaching: Develop and refine high-performance call scripts and objection-handling guides. Conduct regular coaching sessions and call reviews to enhance agent effectiveness and consistency.

Process Improvement: Identify operational inefficiencies and implement scalable solutions to enhance productivity and service quality.

Reporting & Analytics: Prepare and present regular performance reports to senior management, providing actionable insights and recommendations.

Stakeholder Collaboration: Work closely with Recruitment, Training, and Commercial teams to align strategies and support business objectives.

What will make you Successful:

Bachelor’s degree in Business Administration, Communications, or a related field.

5+ years of experience in call center management, preferably in a sales or confirmation-focused environment.

Proven track record in improving conversion rates and operational efficiency.

Strong analytical skills with experience using CRM systems and call center software.

Excellent communication, leadership, and coaching abilities.

Ability to thrive in a fast-paced, target-driven environment.

Nice to have:

Experience with quality assurance frameworks and performance optimization tools.

Knowledge of data analysis and reporting tools (e.g., Excel, Tableau, Power BI).

Six Sigma or Lean certification is a plus.