Head of Contact Center Operations

About the role

Lead the strategic direction and overall performance of OliveCom’s contact center in Saida, driving sales, digital marketing support, and operational excellence.

Key responsibilities

• Define and execute the contact center strategy aligned with company growth objectives and advise the CEO on customer experience and service innovation.
• Oversee daily inbound, outbound, back‑office and digital channel operations, ensuring SLA, KPI, CSAT, NPS, AHT, FCR and cost‑per‑contact targets are met.
• Manage the full P&L, budgeting, cost control and margin optimization while leading vendor negotiations and technology investments.
• Drive digital transformation by adopting CCaaS platforms, CRM systems, AI bots, voice analytics, RPA and data intelligence solutions.
• Build and lead a multi‑layer leadership team, handling talent acquisition, development, workforce planning and employee engagement.
• Champion a customer‑first culture, own quality assurance programs, VOC handling and continuous service improvement.
• Ensure compliance with ISO, PCI‑DSS, GDPR and other regulatory frameworks, and lead crisis and business continuity planning.

Required profile

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

Required skills

• Executive‑level leadership and decision‑making.
• Deep knowledge of contact‑center technologies, AI and automation.
• Financial management and cost‑optimization expertise.
• Change management and transformation leadership.
• Data‑driven performance management.