Operations Director

We are supporting our client M+, a fast growing and multicultural BPO organization, in hiring an Operations Director for the launch of a new contact center site in Pristina.

This role comes with full ownership of local operations and plays a key part in building, stabilizing, and scaling the site from its early phase to a long term regional hub.

If you enjoy building operations from scratch, leading people, and working in a dynamic, high responsibility environment, this role offers both challenge and long term growth.

Key Responsibilities

• Lead and oversee all operational activities of the contact center site, ensuring efficient delivery and alignment with company strategy

• Define and execute strategic and annual business objectives for the contact center business unit

• Develop and implement operational strategies, processes, and performance standards

• Ensure compliance with internal policies, procedures, governance frameworks, and data protection standards

• Build and manage the local leadership structure, including Project Managers, Team Leads, and operational teams

• Oversee workforce planning and optimize daily resource allocation across channels and locations

• Lead collaboration with internal stakeholders and group level leadership to improve efficiency, sales results, and overall performance

• Actively participate in client communication, onboarding of new clients, and expansion of existing partnerships

• Take responsibility for identifying new business opportunities and supporting commercial growth

• Monitor operational performance through regular reporting, analysis, and KPI tracking

• Review reports critically, request improvements where needed, and define corrective actions

• Approve and oversee training and development plans for employees and leadership roles

• Support employee engagement, motivation, and long term development

• Handle client escalations that represent financial, legal, or reputational risk

• Ensure smooth integration of new managers and continuous improvement of teamwork and internal processes

Required Skills & Experience

• Minimum 5 years of experience in operations leadership within a BPO or contact center environment

• Proven experience in leading people and managing multi layered operational teams

• Strong understanding of contact center industry standards and operational best practices

• Experience working with performance metrics, reporting, and operational KPIs

• Strong organizational, communication, and presentation skills

• Ability to operate in a fast paced, high pressure environment with limited hierarchy

• English is mandatory, German is a strong advantage

What’s in It for You

• Opportunity to lead the launch of a new contact center site with full operational ownership

• Work in a multicultural and international environment with regional collaboration

• Fast decision making and direct access to senior leadership

• Competitive and flexible compensation package based on experience

• Company car and fuel covered

• Private health insurance and premium on site facilities

• Structured onboarding and continuous learning opportunities, including multiple trainings per year

• Long term career development within a growing regional organization
   

If you are interested in taking ownership of a site build up and scaling journey, I would be happy to share more details and discuss the opportunity further. You can contact me at melika@popcornrecruiters.com