Head of Operations - Contact Center

About the role

We are seeking a results‑driven Head of Operations to lead large‑scale contact‑center activities, overseeing multiple programs and up to 3,000 employees. The role combines strategic leadership, client management, financial stewardship, and people development to deliver exceptional customer experiences.

Key responsibilities

• Lead and optimize end‑to‑end contact‑center operations across multiple accounts.
• Drive performance through KPI management, root‑cause analysis, and continuous‑improvement initiatives.
• Own financial performance, including revenue management, budgeting, profitability, invoicing, and cost optimization.
• Build strong client relationships and lead commercial discussions on operational and financial matters.
• Develop succession plans, strengthen leadership pipelines, and foster a high‑performance culture.
• Ensure compliance with industry best practices, COPC standards, quality frameworks, and site governance requirements.
• Lead strategic initiatives that enhance customer experience, operational efficiency, and business growth.

Required profile

• 8+ years of experience in Contact Center/BPO operations.
• 4+ years in a senior leadership or people‑management role.
• Strong financial acumen with proven budget and profitability management.
• Demonstrated success leading large, diverse teams in fast‑paced customer‑experience environments.
• Excellent stakeholder management and client‑facing capabilities.
• Bachelor’s degree required; MBA is a strong advantage.
• Fluent in English and Arabic.

Required skills