CX Operations Senior Specialist

mylo is a fintech platform dedicated to helping millions of people and businesses thrive by providing accessible and responsible financial solutions. Whether you’re purchasing a mobile phone, a new jacket, a flight ticket, a comfy couch, or even covering school tuition, mylo enables you to buy now and pay later at thousands of points of sale across Egypt. Born out of B.TECH-Egypt’s leading electronics and appliances retailer with over 27 years of experience in offering buy now, pay later solutions-mylo brings a legacy of trust and innovation to the fintech space. All mylo products are fully Sharia-compliant, ensuring ethical and inclusive financial practices.

Role Summary

As a CX Operations & Vendor Analyst, you’ll keep an eye on how our outsourced call center is performing and make sure they meet the standards we’ve agreed on. You’ll track performance, hold the vendor accountable, own CX reporting, and help plan staffing for the queues. You’ll work from both our HQ and the vendor’s site.

Key Responsibilities

• Performance Tracking: Follow daily and monthly KPIs like service level, abandon rate, AHT, occupancy, adherence, attrition, and quality.
• Early Issue Detection: Catch problems early, like volume spikes or staffing gaps, and come with a clear recommendation.
• Vendor Reviews: Prepare the data for weekly check-ins and quarterly business reviews.
• Invoice & SLA Checks: Check the monthly invoice against the contract, roster, and actual performance, track SLAs, and keep a record of every variance and how it was resolved.
• CX Reporting: Build and maintain the CX dashboard using telephony reports, CRM data, and our BI tool.
• Ticket Reporting: Report ticket ageing and SLA breaches for the teams that resolve customer cases.
• Contact Reason Insights: Show what’s driving calls, what’s growing, and what can be fixed at the source.
• Forecasting & Staffing: Support volume forecasts, including campaigns and product launches, and advise on the headcount needed for the queues and what new channels can take off the phones.

Requirements

• 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