Care Center Transformation Manager

About the role

The Care Center Transformation Manager will lead the redesign and modernization of our call center operations in Egypt, aligning the function with the broader business strategy and shifting towards an omnichannel customer engagement model.

Key responsibilities

• Develop and execute a transformation roadmap for the call center, including operating model redesign and service delivery frameworks.
• Lead the migration from traditional voice‑only centers to omnichannel hubs covering chat, email, social media and digital self‑service.
• Identify and implement automation, AI assistants, speech analytics, RPA and other technology solutions.
• Streamline processes using lean principles to reduce handling time while preserving quality.
• Establish governance, KPIs and dashboards to monitor transformation progress and performance.
• Coordinate system integration with IT, digital and operations teams.
• Present insights and recommendations to senior leadership and manage change communication.

Required profile

• Bachelor’s degree in Business Administration, Computer Science, Engineering or related field (Master’s a plus).
• 8–15 years of experience in customer experience, digital transformation or operational excellence, preferably in banking, telecom or fintech.
• Proven track record of leading large‑scale transformation initiatives.
• PMP certification preferred.

Required skills

• CRM platforms
• AI assistants and speech analytics
• Robotic Process Automation (RPA)
• Omnichannel engagement platforms
• Workforce management tools
• Data analytics and dashboard creation