Director of Call Center Operations

We are seeking an experienced Director of Call Center Operations to oversee our call center operations and translate strategic objectives into measurable operational results.

The successful candidate will be responsible for effectively managing multiple client projects, operational teams, and support departments while driving service quality, operational efficiency, and overall business performance.

Key Responsibilities

• Lead the strategic management and coordination of all call center operations.
• Define operational targets and regularly monitor project performance and KPI results.
• Lead and develop Project Managers, Call Center Managers, and Team Leaders, ensuring strong management performance.
• Analyze key performance indicators such as NPS, CSAT, AHT, FCR, and SLA, and implement necessary improvement initiatives.
• Manage operational budgets, personnel costs, project profitability, and resource allocation.
• Develop client relationships, lead client meetings, and coordinate new project launches.
• Work closely with Human Resources, Training, Quality, Workforce Management, and Finance teams.
• Lead process improvement and digitalization initiatives aimed at increasing workforce productivity and reducing manual workload.
• Provide regular performance reports to senior management and contribute to strategic decision-making processes.

Qualifications and Requirements

• At least 8 years of experience in the call center or BPO industry, including a minimum of 5 years in operational management roles.
• Proven experience managing multiple client projects and large teams simultaneously.
• Strong background in budget management, cost control, profitability, and workforce planning.
• Solid understanding of KPI, SLA, quality assurance, and performance management processes.
• Excellent leadership, strategic thinking, communication, and decision-making skills.
• Proven experience in process improvement and operational transformation projects.
• Bachelor's degree in a relevant field.
• Advanced German and English language skills are preferred.
• Experience in managing international clients and multi-location operations is an advantage.

What We Offer

• Competitive salary and performance-based bonus system.
• Opportunities to take on senior-level responsibilities across international projects.
• A high level of authority and involvement in decision-making and operational process development.
• A professional working environment that supports continuous learning and career development.

Work Location: Remote – Europe

We welcome applications from qualified candidates based in European countries. The position offers remote working opportunities, subject to operational and business requirements.