Chief Operating Officer (COO) – Call Center Operations

May 13, 2026

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Job Description

On behalf of our client, we are seeking an experienced and commercially driven Chief Operating Officer (COO) to oversee and optimize all operational aspects of a fast-paced international call center environment based in the Dominican Republic. (Relocation package offered for international candidates)

Job Summary

The COO will be responsible for leading day-to-day operations, improving performance metrics, driving revenue growth, ensuring operational efficiency, and managing department heads across customer support, sales, retention, quality assurance, training, workforce management, and compliance.

The ideal candidate will have a strong background within international call centers, forex, iGaming, online trading, or other sales-driven environments, with a proven ability to scale operations, improve profitability, and build high-performing teams.

Key Responsibilities

Operational Leadership

  • Oversee daily call center operations across multiple departments and locations.
  • Develop and implement operational strategies to improve productivity, customer satisfaction, and profitability.
  • Monitor KPIs including conversion rates, retention, abandonment rates, and customer satisfaction metrics.
  • Drive operational scalability, efficiency, and process optimization.
  • Ensure operational standards, reporting structures, and internal procedures are consistently maintained.

Team Management

  • Lead senior management teams including Operations Managers, Team Leaders, QA, and Training departments.
  • Recruit, mentor, and develop high-performing management teams.
  • Establish clear performance targets, accountability structures, and operational objectives.
  • Foster a results-driven and performance-oriented culture across the business.

Performance & Revenue Management

  • Analyze operational and financial reports to identify growth opportunities and operational risks.
  • Improve sales performance, retention strategies, and customer lifecycle management.
  • Work closely with senior leadership to support revenue growth and business expansion initiatives.
  • Ensure departments consistently achieve operational and commercial targets.

Requirements

  • Minimum 5+ years of senior operational management experience within a call center, forex, iGaming, online trading, or high-volume customer service environment.
  • Fluent in both Spanish and English.
  • Proven experience managing large international teams.
  • Strong understanding of call center KPIs, reporting, and performance management.
  • Excellent leadership, communication, and organizational skills.
  • Experience with CRM systems, dialers, and reporting tools.
  • Strong analytical, commercial, and decision-making abilities.
  • Ability to thrive in a fast-paced, target-driven environment.

Preferred Qualifications

  • Experience overseeing Spanish and/or Portuguese-speaking call center operations.
  • Background within sales-heavy environments focused on forex, retention, and online trading.
  • Knowledge of compliance procedures and regulated industries.

What We Offer

  • Competitive salary with performance-based bonuses.
  • Senior leadership role within a growing international business.
  • Dynamic and international working environment.
  • Opportunity to shape operational strategy and drive company growth.

Salary

  • To be discussed.