Call Center Manager - Large-Scale Customer Service

A leading group providing services to government ministries and local authorities is recruiting a Call Center Manager to lead a large-scale customer service center as part of a national public sector project.

The role includes full responsibility for establishing and managing a call center in Ashkelon with approximately 250 customer service representatives. The center handles tens of thousands of inquiries daily in a high-volume, data-driven and technology-oriented environment.

This is a senior, hands-on management role with real scale, offering the opportunity to build and lead a complex service operation from the ground up, influence structure and processes, and drive continuous improvement and future innovation, including AI-based service solutions.

Key Responsibilities:

• End-to-end management of a large call center with ~250 representatives
• Direct management of team leaders, shift managers, recruitment lead, Back Office and support teams
• Driving performance through KPIs, dashboards, SLAs and data analysis
• Leading large, shift-based teams in a high-volume environment
• Close collaboration with technology and systems teams

Mandatory Requirements:

• Proven experience managing a call center with at least 50 representatives, including management of managers
• Strong experience working with data, performance metrics and service KPIs
• Experience managing large, multi-shift service operations
• High technological orientation and openness to AI-driven service environments

Operational Details:

• Location: Ashkelon
• Operating hours: 08:00-20:00
• Go-live date: March 1