COO / CEO — Call Centre Operations

About the Role

Exceptional operational leader sought for a COO/CEO hybrid role at a licensed FX/CFD call centre in Santo Domingo. Spanish and English mandatory. 2–3+ years senior call centre management required. ~$175,000/year + bonuses. Clear CEO pathway for exceptional performers.

Requirements

• Minimum 2–3 years of senior operational management experience within a call centre, FX/CFD, iGaming or high-volume customer service environment
• Spanish mandatory and English mandatory
• Proven experience managing large international teams
• Strong understanding of call centre KPIs and performance management
• Experience with CRM systems, dialers and reporting tools
• Demonstrated P&L ownership and multi-department operational management
• Strong analytical and decision-making abilities
• Experience in FX/CFD, forex or online trading environments a strong advantage
• Knowledge of compliance procedures and regulated industries preferred
• Willingness to relocate to Santo Domingo, Dominican Republic

Responsibilities

• Oversee all call centre operations across retention, CRM, QA, training, workforce management and compliance
• Develop and implement operational strategies to improve productivity and profitability
• Monitor KPIs including conversion rates, retention, abandonment rates and customer satisfaction
• Lead senior management teams including Operations Managers and Team Leaders
• Analyse operational and financial reports to identify growth opportunities and risks
• Ensure operational scalability and process optimisation
• Ensure regulatory compliance and licensing obligations are continuously met
• Report directly to ownership on P&L, KPIs and strategic direction

Compensation & Benefits

• ~$175,000/year base salary — open to negotiation based on experience
• Performance bonuses tied to company-wide KPIs
• $1,350/month rent allowance
• $200/month transportation allowance
• Health insurance included
• Clear pathway from COO to CEO for exceptional performers