We are seeking an experienced, results-driven Head of Call Center to lead and optimize call center operations while ensuring high standards of service delivery and client satisfaction.
Reporting directly to the CEO, the successful candidate will oversee operational performance, team management, client relationships, and resource optimization, ensuring compliance with contractual service standards and business objectives.
Key Responsibilities
Oversee daily call center operations, ensuring operational efficiency, service quality, and achievement of performance targets.
Manage client relationships, monitor contractual SLAs and KPIs, and deliver regular performance reports and operational reviews.
Lead, coach, and develop supervisors, team leaders, and frontline employees, fostering a high-performance culture.
Oversee workforce planning, resource allocation, recruitment, and staff development.
Analyze operational data, call traffic, and performance trends to identify opportunities for continuous improvement.
Monitor operational costs, budgets, and productivity to ensure cost efficiency and profitability.
Provide regular operational and strategic performance reports to the CEO.
Qualifications & Requirements
Bachelor's degree in Business Administration, Management, or a related field.
Minimum 5–7 years of relevant experience in call center operations or customer service management, including proven leadership experience.
Previous experience in a BPO or multi-client contact center environment will be considered a strong advantage.
Solid understanding of SLAs, operational KPIs, workforce planning, and performance management.
Strong analytical capabilities, financial awareness, and proficiency in Excel and reporting tools.
Familiarity with contact center technologies and CRM systems.
Excellent leadership, communication, client relationship management, and problem-solving skills.
Commercially minded, results-oriented, and capable of managing multiple priorities.
Excellent command of Greek and English, both written and spoken.
Location
The position is for the Client's offices in Nicosia, Cyprus.
Remuneration
An attractive remuneration package will be offered to the successful candidate based to qualifications and experience.
Δημοσιεύτηκε: 22 Oct 2026Λήγει: 9 Nov 2026Ref. No. 7030213
Σχετικά με την εταιρεία
RED HR Solutions
At RED HR Solutions we pride ourselves for being professionals with hands on experience. We are expert in navigating challenging environments across various industries, committed to excellent outcome for our clients and business partners, delivering customized solutions, enabling our clients achieve their goals. Our services include:
Recruitment
We advertise positions on behalf of our clients.
We utilize our database and networks to identify qualified individuals.
We screen and assess potential candidates through personal interviews, personality and aptitude tests and assessment centres.
We identify suitable candidates that meet business’ requirements for the relevant the position.
We present to our clients an overall evaluation of each short-listed candidate.
We assist in negotiating the salary and other terms of the contract with the successful candidate.
Advisory
We help clients achieve operational excellence by redesigning their company’s most critical processes.
We shape talent strategies linked to business needs, understand workforce trends, develop great leaders and build an excellent HR function.
We analyse the whole company, a business unit or a function by performing a diagnostic and we deliver solutions that build internal capabilities for improving and measuring performance.
