Head of Operations Contact Center

Are you a results-driven operations leader with a passion for driving performance profitability and operational excellence at scale

We are looking for an experienced Head of Operations to lead large-scale customer experience operations overseeing multiple programs and a workforce of up to 3000 employees. This role is ideal for a strategic leader who can balance client management financial performance operational efficiency and people development while delivering exceptional customer outcomes.

Key Responsibilities:

• Lead and optimize end-to-end contact center operations across multiple accounts.
• Drive operational 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 related to 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.

What Were Looking For:

• 8 years of experience in Contact Center / BPO Operations.
• 4 years in a senior leadership or people management role.
• Strong financial acumen with experience managing budgets profitability and business performance.
• Proven success leading large diverse teams in fast-paced customer experience environments.
• Excellent stakeholder management client-facing and leadership capabilities.
• Bachelors degree required; MBA is a strong advantage.
• Fluent in both English & Arabic.