Head of Contact Center Operations

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    "departmentLabel": "Operations",
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    "location": {
      "city": "Lebanon",
      "state": "Saida",
      "postalCode": "1600",
      "addressCountry": "Lebanon"
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    "datePosted": "2025-12-02",
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    "description": "<p><span style=\"font-weight: bold\">Company Overview</span></p>\n<p>OliveCom is a growing company specializing in e-marketing, web design, and web development.<br>We are seeking a highly motivated and results-oriented individual to lead our local call center operations in Saida, with a strong focus on driving sales and supporting digital marketing campaigns.<br>This position offers an exciting opportunity for a local resident to contribute directly to business growth, manage a dynamic team, and play a key role in the company’s expansion within the digital solutions industry.</p>\n<p><br></p>\n<p><span style=\"color: inherit; font-size: 14pt; font-weight: bold\">Job Summary</span></p>\n<p><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">The Head of Contact Center Operations is a senior executive responsible for the strategic leadership, performance, scalability, and profitability of the entire contact center organization. Reporting directly to the CEO, this role oversees customer experience, workforce management, technology, quality assurance, compliance, and P&amp;L performance across all contact center operations.</span></p>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">This leader will drive operational excellence, digital transformation, AI adoption, and service innovation while ensuring exceptional customer satisfaction and cost efficiency.</span><br><br></p>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 14pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">1. Strategic Leadership</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Define and execute the contact center operations strategy aligned with company vision and growth objectives.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Act as a key advisor to the CEO on customer experience, service innovation, and operational scalability.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Lead large-scale transformation initiatives including AI, automation, omnichannel platforms, and cloud contact centers.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">2. Operational Excellence</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Oversee daily operations across inbound, outbound, back-office, and digital channels.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Ensure delivery of SLAs, KPIs, CSAT, NPS, AHT, FCR, and cost-per-contact targets.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Implement best-in-class process optimization and performance management frameworks.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">3. Financial &amp; P&amp;L Management</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Own full operational budget, forecasting, cost control, and margin optimization.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Drive productivity improvements and operational efficiencies.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Lead vendor negotiations, outsourcing strategy, and technology investments.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">4. Technology &amp; Digital Transformation</span><br></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Lead adoption of CCaaS platforms, CRM systems, AI bots, voice analytics, RPA, and data intelligence.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Ensure cybersecurity, data protection, and system reliability.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Partner with IT, Product, and Digital teams on platform evolution.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">5. People &amp; Workforce Leadership</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Build and lead a multi-layer leadership structure (Directors, Senior Managers, QA, WFM).</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Drive talent acquisition, leadership development, succession planning, and high-performance culture.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Oversee workforce planning, scheduling, employee engagement, and retention strategies.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">6. Customer Experience &amp; Quality</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Champion a customer-first culture across all operational levels.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Own Quality Assurance programs, VOC, escalation management, and continuous service improvement.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Ensure regulatory, legal, and industry compliance standards are met.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">7. Governance, Risk &amp; Compliance</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Ensure adherence to ISO, PCI-DSS, GDPR, regulatory frameworks, and internal audit controls.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Lead crisis management, business continuity planning, and disaster recovery preparedness.</span></li>\n</ul>\n<p><br><br></p>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">Key Performance Indicators (KPIs)</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Customer Satisfaction (CSAT, NPS)</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Service Level &amp; Abandonment Rates</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">First Contact Resolution (FCR)</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Cost per Contact</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Workforce Efficiency &amp; Attrition</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Revenue Protection &amp; Upsell Performance</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Compliance &amp; Audit Scores</span></li>\n</ul>\n<p><br><br></p>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">Required Qualifications</span></p>\n<p><br><br></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Bachelor’s degree in Business, Engineering, Operations, or related field (MBA preferred).</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">10–15+ years of senior leadership experience in contact center operations, BPO, telecom, fintech, or large-scale service environments.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Proven track record managing large multi-site or international operations.</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Strong experience with P&amp;L responsibility.</span></li>\n</ul>\n<p><br><br></p>\n<p><br><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: bold\">Required Skills &amp; Competencies</span></p>\n<p><br><br></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Executive-level leadership &amp; decision-making</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Deep understanding of contact center technologies &amp; AI</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Financial management &amp; cost optimization</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Change management &amp; transformation leadership</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Data-driven performance management</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Exceptional communication with Board &amp; C-Suite</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">Crisis, risk &amp; compliance management</span></li>\n<li><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\">High emotional intelligence &amp; team leadership</span></li>\n</ul>",
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