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mylo

Senior CX Operations Specialist

mylo

. Monitor daily and monthly KPIs including service level, abandon rate, AHT, occupancy, adherence, attrition, and quality .

Posted 11/4/2026full-timeNew Cairo City • EgyptSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in monitoring and analyzing contact center KPIs, including service level and AHT, while effectively managing vendor relationships and operational reporting. Proficient in utilizing Excel for data analysis and reporting, with a strong understanding of workforce management and contact center metrics.

Highest-signal resume keywords
Contact Center Metrics AnalysisExcel ProficiencyWorkforce ManagementVendor ManagementData Reporting

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
KPI MonitoringData AnalysisReport PreparationSLA TrackingVolume Forecasting
Soft Skills
Problem SolvingCommunicationCritical Thinking
Tools & Technologies
CRMBI ToolTelephony ReportsOmnichannel ToolsIVR
Industry Keywords
Contact CenterBPOOperations AnalysisService LevelAHT

About the role

Key responsibilities & impact
  • Monitor daily and monthly KPIs including service level, abandon rate, AHT, occupancy, adherence, attrition, and quality
  • Detect issues such as volume spikes or staffing gaps and provide clear recommendations
  • Prepare data for weekly vendor check-ins and quarterly business reviews
  • Check monthly invoices against the contract, roster, and actual performance
  • Track SLAs and document variances and their resolutions
  • Build and maintain the CX dashboard using telephony reports, CRM data, and the BI tool
  • Report ticket ageing and SLA breaches for customer-case resolution teams
  • Analyze contact reasons, growing call drivers, and opportunities to resolve issues at the source
  • Support volume forecasting for campaigns and product launches
  • Advise on queue headcount requirements and channels that can reduce phone volume

Requirements

What you’ll need
  • 1-2 years in contact center MIS, workforce management, reporting, or operations analysis
  • Strong Excel skills: pivots, lookups, and turning messy data into clean reports
  • Good grasp of contact center metrics and how service level, AHT, and staffing affect each other
  • Confident challenging a number, or a vendor, with evidence
  • Experience working with an outsourced (BPO) vendor from the client side
  • Exposure to omnichannel, IVR, or AI contact center tools is a plus