Head of Contact Center Operations

Company Overview

OliveCom is a growing company specializing in e-marketing, web design, and web development.
We are seeking a highly motivated and results-oriented individual to lead our local call center operations in Saida, with a strong focus on driving sales and supporting digital marketing campaigns.
This position offers an exciting opportunity for a local resident to contribute directly to business growth, manage a dynamic team, and play a key role in the company's expansion within the digital solutions industry.

Job Summary

The Head of Contact Center Operations is a senior executive responsible for the strategic leadership, performance, scalability, and profitability of the entire contact center organization. Reporting directly to the CEO, this role oversees customer experience, workforce management, technology, quality assurance, compliance, and P&L performance across all contact center operations.

This leader will drive operational excellence, digital transformation, AI adoption, and service innovation while ensuring exceptional customer satisfaction and cost efficiency.

Key Responsibilities

1. Strategic Leadership

• Define and execute the contact center operations strategy aligned with company vision and growth objectives.
• Act as a key advisor to the CEO on customer experience, service innovation, and operational scalability.
• Lead large-scale transformation initiatives including AI, automation, omnichannel platforms, and cloud contact centers.

2. Operational Excellence

• Oversee daily operations across inbound, outbound, back-office, and digital channels.
• Ensure delivery of SLAs, KPIs, CSAT, NPS, AHT, FCR, and cost-per-contact targets.
• Implement best-in-class process optimization and performance management frameworks.

3. Financial & P&L Management

• Own full operational budget, forecasting, cost control, and margin optimization.
• Drive productivity improvements and operational efficiencies.
• Lead vendor negotiations, outsourcing strategy, and technology investments.

4. Technology & Digital Transformation

• Lead adoption of CCaaS platforms, CRM systems, AI bots, voice analytics, RPA, and data intelligence.
• Ensure cybersecurity, data protection, and system reliability.
• Partner with IT, Product, and Digital teams on platform evolution.

5. People & Workforce Leadership

• Build and lead a multi-layer leadership structure (Directors, Senior Managers, QA, WFM).
• Drive talent acquisition, leadership development, succession planning, and high-performance culture.
• Oversee workforce planning, scheduling, employee engagement, and retention strategies.

6. Customer Experience & Quality

• Champion a customer-first culture across all operational levels.
• Own Quality Assurance programs, VOC, escalation management, and continuous service improvement.
• Ensure regulatory, legal, and industry compliance standards are met.

7. Governance, Risk & Compliance

• Ensure adherence to ISO, PCI-DSS, GDPR, regulatory frameworks, and internal audit controls.
• Lead crisis management, business continuity planning, and disaster recovery preparedness.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT, NPS)
• Service Level & Abandonment Rates
• First Contact Resolution (FCR)
• Cost per Contact
• Workforce Efficiency & Attrition
• Revenue Protection & Upsell Performance
• Compliance & Audit Scores

Required Qualifications

• Bachelor's degree in Business, Engineering, Operations, or related field (MBA preferred).
• 10–15+ years of senior leadership experience in contact center operations, BPO, telecom, fintech, or large-scale service environments.
• Proven track record managing large multi-site or international operations.
• Strong experience with P&L responsibility.

Required Skills & Competencies

• Executive-level leadership & decision-making
• Deep understanding of contact center technologies & AI
• Financial management & cost optimization
• Change management & transformation leadership
• Data-driven performance management
• Exceptional communication with Board & C-Suite
• Crisis, risk & compliance management
• High emotional intelligence & team leadership