Operations Director

Short Description

Manpower SEE is a leading provider of innovative workforce solutions, delivering comprehensive staffing and human resources services to help clients thrive in today's dynamic labor market. On behalf of one of our clients, a consulting and outsourcing company operating in the business process outsourcing (BPO) and customer experience services industry, we are looking for an experienced Operations Director to lead, manage, and further develop contact center operations in Prishtina.The Operations Director will hold a key leadership role, responsible for overall operational performance, service delivery, people management, and continuous improvement of contact center operations. This position combines strategic responsibility with hands-on operational leadership and close collaboration with senior stakeholders within the group.

Description

Key ResponsibilitiesOperational Leadership & Service Delivery

• Lead and oversee daily contact center operations across all customer contact channels and locations
• Ensure efficient allocation of human resources in line with real-time operational demand and customer contact dynamics
• Monitor operational efficiency, service quality, and productivity across teams and management layers
• Ensure high-quality, timely, and consistent service delivery in accordance with internal standards and client expectations

• Indirectly manage agents and Team Leaders through Contact Center Managers
• Directly assign tasks to Contact Center Managers and coordinate their activities
• Set goals and expectations for management teams and ensure alignment with operational priorities
• Conduct regular weekly, monthly, and ad-hoc meetings to review performance, results, and operational plans
• Support onboarding, integration, and development of new Contact Center Managers
• Promote a culture of accountability, collaboration, and continuous improvement

• Ensure the accuracy, timeliness, and relevance of operational and management reports
• Review, critically analyze, and validate reports prepared by management teams
• Request revisions or clarifications where necessary and identify improvement opportunities
• Ensure consistent reporting practices and timely submission of reports across teams
• Use reporting insights to support operational and strategic decision-making

• Collaborate with group-level directors and senior management to support sales growth, efficiency, and overall business results
• Participate in communication with new clients for the purpose of initiating business cooperation
• Support and expand business cooperation with existing clients
• Resolve complex client escalations that pose operational, financial, legal, or reputational risk
• Represent the contact center operations in discussions with key stakeholders

• Propose, review, and implement improvements to business processes, workflows, and systems
• Ensure compliance with internal policies, procedures, management systems, and data security standards
• Promote awareness and understanding of operational rules, procedures, and compliance requirements across teams
• Support the adoption of best practices and industry standards within contact center operations

• Approve and oversee training and development plans in line with defined budgets and operational priorities
• Identify training needs to improve operational efficiency, performance, and employee satisfaction
• Support employee development initiatives and leadership development within the management structure
• Maintain an appropriate level of employee engagement and motivation necessary to achieve business goals

Requirements

Requirements & Qualifications

• Minimum 5 years of experience in a senior operational or management role within a contact center or BPO environment
• Proven experience leading multi-layer operational teams (Contact Center Managers, Team Leaders, Agents)
• Strong background in people management, performance management, and service delivery
• Solid understanding of contact center KPIs, workforce dynamics, and reporting structures
• Strong analytical and organizational skills with the ability to manage complex operations
• Advanced proficiency in Microsoft Excel and operational reporting tools
• Excellent communication and presentation skills
• Fluent English, both spoken and written
• Professional proficiency in German (working directly with German-speaking clients and stakeholders)
• Secondary school qualification (higher education is considered an advantage)

Offer

What the Role Offers

• Senior leadership role in establishing and scaling contact center operations in Prishtina
• Direct impact on operational strategy, service quality, and business growth
• Collaboration with international stakeholders within an established BPO organization
• Long-term career opportunity within a growing and professional environmentIf this sounds like something you’d enjoy building and leading, we’d love to get to know you!