Location: Cairo, Egypt
Compensation: Market Related
Start Date: Immediate Requirement
Reporting to: CBSO (Chief Business Services Officer)
NB: This is a Director-designate role. We intend to promote the successful candidate to Director of Operations following:
(a) successful completion of probation;
(b) clear evidence of early site growth and the potential for further significant expansion that commercially supports the Director remit.
About Quantanite
Quantanite (www.quantanite.com) is a customer-experience (CX) solutions and outsourcing company that helps fast-growing businesses and leading global brands transform and grow. Through a collaborative, consultative approach, we rethink processes and ensure our clients deploy the optimal blend of automation and human intelligence. Operating across four continents, we’re an ambitious, diverse team delivering seamless customer experiences and exceptional results. If you share our values, passion, and appreciation for diversity, we’d love to meet you.
About the Role
The Operational Launch Manager’s primary purpose is to establish and develop Quantanite’s operational presence in Cairo, Egypt. Starting with a core team of voice, chat and/or email service advisors, you will rapidly scale operations to meet business demand.
This is a truly “turn-key” post in its early stages: you will own every element of the service—recruitment, selection, facilities, first-line HR, IT, and day-to-day service delivery. While you can draw on central resources (HR, Finance, WFM, Recruitment, Training and other support functions), the role demands hands-on operational leadership and the ability to build robust relationships with key stakeholders while maintaining outstanding service standards. Familiarity with QA best practice will be advantageous.
The position offers significant career opportunity. It is currently the most senior role planned for Egypt; as the site grows, so will the scope—and reward—of the post‐holder’s responsibilities. The overarching goal is to create a thriving Egyptian operations hub, fully integrated with Quantanite’s global network and positioned for future growth.
Minimum Education & Experience Requirements
- 3-5 years’ recent experience in BPO / contact-centre operations management
- Essential: demonstrable success in setting up or scaling operations in the Middle East / North Africa region, specifically Egypt
- Bachelor’s degree in Business Administration, Operations Management or a related field
- Fluency in English and Egyptian Arabic; additional European language proficiency is highly advantageous
- Thorough knowledge of Egyptian labour laws and business regulations
- Experience in BPO location sourcing, infrastructure development and vendor relationship management
- Strong understanding of contact-centre technologies and infrastructure
Key Competencies
- Leadership, resilience and adaptability in high-growth environments
- Short-, mid- and long-range planning and execution at varying organisational scales
- Exceptional personal resilience and achievement orientation
- Proven leadership of small, medium and large teams
- Strong project-management skills (ideally Agile and/or PRINCE2)
- Excellent stakeholder-management abilities
- High cultural awareness and cross-cultural communication skills
- Resource-planning expertise
- Change-management and transformation leadership
- Strong analytical and problem-solving abilities
- Risk-management and mitigation skills
- Vendor and partnership management
- Organisational-development experience
- Experience implementing standardised quality-management systems
- Budget management and cost control
- Team-building and collaboration skills
- Process design and implementation expertise
- Knowledge of and positive adherence to ISO standards and compliance requirements
- Infrastructure and facilities management
- Technology-implementation experience
- Performance-management expertise
- Training- and development-programme design (for critique and oversight)
Key Performance Areas
- Operational Set-up: Establish and operationalise the new Cairo site, including facility fit-out, technology infrastructure and operating processes. Ensure all licences and compliance requirements are met. (Initial premises will likely be a managed office such as Regus or WeWork.)
- Team Development: Recruit, train and develop a high-performing team of advisors and support staff, fostering an operational culture aligned with Quantanite’s values and standards.
- Service Delivery: Consistently deliver high-quality services, meeting required KPIs and service levels. Implement quality-monitoring systems and continuous-improvement processes.
- Infrastructure Management: Oversee the set-up and maintenance of IT, telephony and facilities. Ensure robust business-continuity and disaster-recovery plans are in place.
Executional Requirements
- Develop and execute the site-launch plan with clear timelines and milestones
- Establish local operational procedures aligned to global standards
- Create and manage budgets for site set-up and ongoing operations
- Build and manage relationships with local vendors and service providers
- Implement training and quality programmes
- Establish performance-monitoring and reporting systems that integrate with global functions
- Ensure full compliance with Egyptian regulations and Quantanite’s global policies
- Develop scalable processes to support future growth
- Coordinate with global teams to ensure seamless integration at every launch stage
- Manage site expansion and growth initiatives
- Provide regular progress and performance reports to senior management
- Implement risk-management and mitigation strategies
Ready to lead Quantanite’s next growth chapter in Cairo?
Apply now and help us build something exceptional.
