Head of Customer Service
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Key skills for this role
About the Role
Position Overview We are seeking a highly experienced and strategic leader to oversee global call centre operations for our telecoms business.
Key Skills for This Role
Full Job Posting
Position Overview
We are seeking a highly experienced and strategic leader to oversee global call centre operations for our telecoms business.
The ideal candidate will have a proven track record of managing large-scale, multisite contact centres across multiple geographies, with deep expertise in customer experience, operational efficiency, and digital transformation within the telecommunications sector.
Key Responsibilities
- Lead and manage global call centre operations across multiple regions, ensuring consistent service delivery and adherence to KPIs (quality, efficiency, and customer satisfaction).
- Develop and implement global operational strategies, process improvements, and automation initiatives to enhance service excellence.
- Oversee vendor relationships and outsourced call centre operations, ensuring alignment with brand and compliance standards.
- Drive workforce planning, capacity management, and cost optimization initiatives across all centres.
- Collaborate with senior leadership to align call centre operations with business growth, digital strategy, and customer retention goals.
- Implement performance dashboards and analytics to monitor service levels and operational performance.
- Champion a culture of continuous improvement, innovation, and customer-first mindset.
- Ensure compliance with all regulatory, legal, and data protection standards across jurisdictions.
Qualifications & Experience
- Bachelor’s degree in Business, Telecommunications, or related field (Master’s preferred).
- 10+ years of experience managing large-scale, multisite call centre operations, ideally across multiple continents.
- Strong background in the Telecoms or Technology industry.
- Demonstrated experience leading large teams (1,000+ employees) and managing outsourced partnerships.
- Proven expertise in customer experience design, process optimisation, and digital transformation.
- Strong analytical and leadership skills, with the ability to influence at all levels of the organisation.
- Excellent communication and stakeholder management skills.
- Willingness to travel internationally as required.
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