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