Position Summary

We are seeking an experienced Chief Operating Officer (COO) with a strong background in the contact center industry (BPO/CC environments). The ideal candidate will oversee daily operations, translate the CEO's strategic vision into actionable plans, and ensure continuous improvement in service quality, efficiency, and resource utilization. This role demands operational excellence, regulatory compliance, and alignment with industry best practices .

Key Responsibilities:

• Coordinate and oversee day-to-day operations across all critical departments, including contact center functions.
• Translate strategic vision into high-impact operational initiatives.
• Drive continuous improvement in efficiency, quality, and resource use through data-driven analysis and KPIs.
• Design and implement robust operational policies ensuring regulatory compliance and industry best practices.

Responsibilities include:

• Defining and executing operational strategies aligned with company objectives.
• Identifying inefficiencies and leading optimization projects to eliminate bottlenecks.
• Overseeing resources, budgeting, and service quality metrics.
• Leading and mentoring multidisciplinary teams, promoting training and internal growth.
• Collaborating with the CEO and finance leaders on financial planning and operational risk management.
• Ensuring compliance with regulations and internal quality standards.
• Reporting key performance indicators (KPIs) and presenting strategic, data-driven recommendations

Ideal Candidate Profile:

• Education: Bachelor's in Business, Engineering, Economics, or related field; MBA preferred.
• Experience: 10–15+ years in senior operational leadership, with proven expertise in the contact center or BPO sector.
• Exceptional analytical, leadership, communication, and problem-solving skills.
• Demonstrated experience implementing Lean, Six Sigma, or complex project management within high-volume service operations.
• Ability to develop and enforce policies, restructure operations, and maintain rigorous compliance standards

What We Offer:

• Competitive salary and comprehensive benefits aligned with industry standards.
• Ongoing professional development opportunities and the ability to lead transformational initiatives with high impact.