We are seeking an exceptional Director of Contact Centre Operations to lead a large, geographically dispersed, multi-country customer operations organisation. This is a senior leadership role for someone who can bring consistency, efficiency and innovation to complex international operations while balancing commercial performance, customer experience and cost optimisation.
** PLEASE NOTE **
- This role is ONLY based in the UK but will require international travel
- This role is remote BUT will need easy access to London
- Applicants MUST have experience of overseeing operations in multiple countries (as an example from India and the Philippines to Brazil to Poland)
- The implementation of AI and Digital Service Delivery into customer contact operations is imperative
You will lead global operations across B2C Sales, Digital Services Delivery and Operations Delivery, working across diverse markets, cultures and operating models. You will identify opportunities to standardise processes, improve productivity and transform service delivery through automation, digital innovation and the effective application of AI and Digital Services within customer contact environments.
Key Responsibilities:
- Lead and develop senior operational leaders, building a high-performing culture of accountability, collaboration and continuous improvement.
- Drive global performance against operational KPIs, SLAs, customer satisfaction, NPS and commercial targets.
- Design and implement efficiencies across disparate country operations, adapting to local cultural, economic and operational requirements.
- Champion AI, automation, digital self-service and data-led decision-making to improve customer journeys and reduce cost-to-serve.
- Establish robust governance, performance management and quality frameworks across international operations.
- Build leadership capability and contribute to the wider transformation and target operating model agenda.
- Collaborate across markets and corporate functions to improve customer acquisition, conversion, retention and advocacy.
About You:
- Essential: Currently UK-based and able to travel to London easily.
- Proven experience leading large-scale, multi-country customer contact centre or customer operations environments.
- Demonstrable success in transforming and improving efficiency across multiple, diverse operations with different ways of working.
- Practical experience implementing or deploying AI within a customer contact environment.
- Strong commercial, operational and customer experience leadership credentials.
- Experience leading senior teams and delivering change within complex, international matrix organisations.
- Desirable: BPO experience would be an advantage.
This is an opportunity to shape the future of global customer operations, combining strategic leadership, operational excellence and emerging technology to deliver measurable business and customer impact.