Overview

We are seeking an accomplished and strategic Call Center Operations Director to lead and optimize the performance of our customer service and tele sales operations. The ideal candidate will bring 10 to 12 years of proven leadership experience in high-volume, performance-driven contact centers, with a deep understanding of service delivery, process excellence, team leadership, and client satisfaction. This role is pivotal in driving operational efficiency, enhancing customer experience, and delivering on business KPIs.

Responsibilities

• Oversee the end-to-end operations of the call center including inbound, outbound, and digital communication channels.
• Define and implement the operational strategy, workforce planning, and performance management to achieve service excellence.
• Lead a team of Operations Managers, Team Leaders, and support functions to ensure consistent, high-quality service delivery.
• Set and monitor KPIs and SLAs aligned with business objectives and client expectations.
• Identify opportunities to improve productivity, customer satisfaction, and employee engagement.
• Manage budgeting, forecasting, and cost control while ensuring operational profitability.
• Collaborate with cross-functional departments such as HR, Training, QA, and IT to support operational needs.
• Build and maintain strong relationships with clients, stakeholders, and vendors.
• Monitor market trends and technologies to recommend continuous improvement initiatives and innovation in customer support.
• Ensure full compliance with local labor laws, company policies, and industry standards.

Requirements

• Bachelor’s degree in business administration, Operations Management, or related field (MBA is a plus).
• 10–12 years of progressive experience in call center operations, with at least 5 years in a senior leadership role.
• Strong experience managing large teams (300+ FTEs) across multiple functions (customer service, tele sales, technical support).
• Proven track record in performance optimization, client satisfaction, and process improvement.
• Deep understanding of contact center technologies, CRM systems, and workforce management tools.
• Strong business acumen with excellent strategic planning and analytical thinking.
• Exceptional communication, leadership, and stakeholder management skills.
• Fluent in English and Arabic.