Director of Call Center Operations

About the role

An experienced Director of Call Center Operations is sought to oversee call center operations and turn strategic objectives into measurable results. The role manages several client projects, operational teams and support departments while driving service quality, efficiency and 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.
• Analyze KPIs such as NPS, CSAT, AHT, FCR and SLA and implement improvement initiatives.
• Manage operational budgets, personnel costs, project profitability and resource allocation.
• Develop client relationships, lead client meetings and coordinate new project launches.
• Work with HR, Training, Quality, Workforce Management and Finance teams.
• Lead process improvement and digitalization initiatives to increase productivity and reduce manual workload.
• Report regularly to senior management and contribute to strategic decisions.

Required profile

• At least 8 years 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 at once.
• Bachelor's degree in a relevant field.
• Advanced German and English; experience with international clients and multi-location operations is an advantage.

Required skills

• Budget management, cost control, profitability and workforce planning.
• Understanding of KPI, SLA, quality assurance and performance management.
• Leadership, strategic thinking, communication and decision-making.
• Process improvement and operational transformation projects.

What we offer

• Competitive salary and a performance-based bonus system.
• Senior-level responsibilities across international projects.
• A high level of authority and involvement in decision-making and process development.
• A professional environment supporting continuous learning and career growth.