Call Center Operations Lead

About the role

The Call Center Operations Lead will design and launch a wholesale call centre for a telecom MSP in Damascus. The role covers end‑to‑end definition of processes, tools and performance metrics, ensuring the centre is ready for Day‑1 operation and continues to meet SLA and CSAT targets.

Key responsibilities

• Define the wholesale call centre operating model, including structure, shift patterns and interfaces with NOC, TAC and field teams.
• Design customer interaction procedures for fault intake, service requests, SLA breach handling and escalation paths.
• Create the CSAT measurement model, post‑interaction survey approach and feedback integration.
• Specify QoE reporting requirements for agents and real‑time SLA visibility.
• Set CRM platform and contact‑center tooling specifications.
• Develop escalation workflows for large enterprise wholesale customers.
• Determine staffing levels, skill sets and training frameworks.
• Validate call centre readiness through simulations, scenario testing and acceptance sign‑off.
• Establish operational KPIs, SLA/OLA structures and participate in Operational Acceptance Testing.

Required profile

• Bachelor’s degree in electrical engineering or a related discipline.
• Minimum 10 years of experience in telecommunications customer operations or call‑centre management.
• Proven experience designing B2B wholesale call‑centre operating models.
• Strong knowledge of wholesale SLA management, fault reporting and CSAT measurement.
• Experience defining CRM and contact‑centre tooling requirements.
• Greenfield or build‑to‑operate program experience is a plus.
• Excellent written and verbal communication in English; Arabic is an advantage.
• Experience with MSP governance, vendor performance management and continual service improvement.

Required skills

• CRM platforms
• Contact centre tools

What we offer

• Opportunity to shape a new wholesale call centre from the ground up.
• Leadership role within a growing telecom MSP.
• Competitive compensation package.