Head Of Call Center Operations

Description:

Our client is a performance-driven US-based advertising agency opening a dedicated office in Pakistan to manage inbound call operations at scale. They need a senior operator — not someone to inherit a team, but someone to build one from scratch and own it entirely.

What you'll own:

→ Design and launch the full call center operation — structure, workflows, standards

→ Hire, onboard, and develop a team of inbound call center agents

→ Own QA — monitor live and recorded calls, enforce scripts and compliance

→ Drive KPIs: answer rate, call duration, conversion, QA scores

→ Report directly to US-based senior leadership — no layers, no middlemen

Why this role:

✅ Real ownership — you build it, not inherit it

✅ Competitive B2B contractor rate, based on experience

✅ Direct line to decision-makers

✅ Clear growth path: strong performers get pay increases and expanded scope as the team scales