Director of Operations - Call Centre

Overview

About the role

We are hiring a Director of Operations to run our onsite call centre in Rawalpindi. You will own day to day delivery across UK and US campaigns, lead a growing floor, and keep quality, speed and client satisfaction moving in the right direction. This is a hands on leadership role for someone who knows how to build teams, fix problems quickly and communicate clearly with clients and senior management.

Responsibilities

• Lead the operations function across multiple campaigns and teams
• Manage team leads, QA, training and workforce management to agreed KPIs
• Set targets, review performance and remove blockers so teams can hit goals
• Keep clients informed with clear reporting and regular reviews
• Maintain service quality and compliance across every interaction
• Improve processes, SOPs and handoffs so work runs smoothly at scale
• Plan hiring, onboarding and capacity to meet growth plans
• Coach leaders and create a fair, professional and motivated culture

Qualifications

What we offer

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