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Head of Call Center

Location: Nicosia, Cyprus

The Position

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.

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