Chief Operating Officer (COO) - B2C Division

COO for Outsourcing OR BPO OR RPO OR Manpower Outsourcing OR Call Center OR Contact Center OR Managed Service Provider for Qatar

Location: Doha, Qatar

Industry: Manpower Outsourcing | Call Center Management | B2C Services

Employment Type: Full-time, On-site

1. Position Overview:

We are seeking an experienced and visionary Chief Operating Officer (COO) to lead and scale our B2C business operations in Qatar. The role requires a strong leader with deep expertise in manpower outsourcing, call center management, and consumer service delivery.

The COO will be responsible for driving business growth, operational efficiency, profitability, and customer satisfaction. The position demands a strategic business leader who can balance high-level vision with hands-on operational execution, ensuring the organization achieves its commercial and service goals.

2. Key Objectives of the Role:

- To lead the overall B2C business vertical, managing its full operational and financial performance.

- To ensure profitable growth, operational scalability, and sustainability across service lines.

- To maintain excellence in service delivery, customer satisfaction, and team performance.

- To develop new business opportunities and strengthen the company's position in the Qatar B2C market.

- To ensure the organization operates in compliance with Qatar labor laws, regulatory frameworks, and ethical standards.

3. Major Responsibilities:

A. Strategic Leadership & Planning:

- Develop and execute the B2C business strategy aligned with corporate vision and market opportunities.

- Define annual budgets, KPIs, and operational roadmaps to achieve revenue and profit targets.

- Identify new business areas, service lines, and client segments for expansion within Qatar.

- Represent the company in key industry forums, partnerships, and business development discussions.

B. Operational Management:

- Lead and oversee day-to-day B2C operations, ensuring smooth functioning of manpower outsourcing and call center activities.

- Implement operational best practices to improve service efficiency and client satisfaction.

- Establish and monitor performance standards, SOPs, and SLAs across all departments.

- Ensure effective workforce management, including recruitment, deployment, training, and retention of staff.

- Introduce digital tools and process automation to enhance service delivery efficiency.

C. Financial & P&L Accountability:

- Own full Profit & Loss responsibility for the B2C division.

- Manage budgets, forecasts, cost control, and pricing models to ensure financial sustainability.

- Track business performance metrics, analyze variances, and implement corrective measures.

- Optimize operational costs while maintaining service quality and profitability.

D. People Leadership & Culture:

- Lead a high-performing, diverse team including operations, sales, and call center leadership.

- Foster a culture of ownership, accountability, and customer focus.

- Mentor and develop mid-level managers for leadership succession.

- Align teams with business goals through clear communication and motivation strategies.

E. Client & Stakeholder Management:

- Build and maintain strong relationships with key clients, vendors, and government stakeholders.

- Ensure client deliverables are met on time, within scope, and to expected quality levels.

- Handle client escalations and resolve operational challenges proactively.

- Maintain a high level of client satisfaction, loyalty, and contract renewals.

F. Compliance & Governance:

- Ensure all operations are compliant with Qatar labor laws, HR regulations, and corporate policies.

- Maintain transparent documentation and reporting structures.

- Oversee risk management, audit controls, and adherence to service contracts.

4. Candidate Profile

Qualifications:

- Bachelor's degree in Business Administration, Management, or related field (MBA preferred).

- Minimum 15-20 years of experience in manpower outsourcing, B2C services, or call center management, with at least 5 years in a senior leadership role.

Professional Experience

- Proven track record in B2C business operations, preferably with local Qatar market exposure.

- Experience handling large workforce deployments, multi-channel call center operations, and customer service delivery.

- Strong understanding of the outsourcing industry landscape, service delivery models, and compliance standards.

- Hands-on experience in business development, financial management, and P&L ownership.

- Experience in managing large-scale teams, setting performance standards, and ensuring operational excellence.

Skills & Competencies:

- Strategic thinking with strong analytical and commercial acumen.

- Strong leadership, people management, and team-building skills.

- Excellent communication and presentation abilities.

- High adaptability, problem-solving mindset, and operational discipline.

- Ability to thrive in a fast-paced, target-driven environment.

- Strong client relationship management and negotiation skills.

- Proficiency in MS Office and familiarity with CRM/ERP or call center software tools.

5. Preferred Criteria:

- Candidates with prior experience in Qatar or other GCC markets are strongly preferred.

- Experience working with B2C-focused companies, including those in Business to Consumer WLL or similar organizations.

- Knowledge of Arabic is an advantage; English fluency is mandatory.

- Locally available candidates will be given priority consideration.