Head of Operations & AI Optimisation

Overview

Leadership and Team Management

• Lead end-to-end contact centre operations, ensuring delivery of service level agreements (SLAs), customer satisfaction, and commercial targets.
• Oversee overall team performance and ensure adherence to KPIs.
• Provide coaching, feedback, and professional development opportunities consistently.
• Lead by example with emotional intelligence, empathy, balance, and strong decision-making skills.
• Execute plans to continuously improve Concierge operations, focusing on enhancing people, processes, technology, and data capabilities.
• Ensure alignment of operations with the strategic objectives of destination partners, internal and external clients
• Oversee the implementation of resource planning, workforce management, and operational forecasting within their team.
• Implement performance frameworks and KPIs to drive accountability and high standards.
• Partner with cross-functional teams (Customer Experience, IT, Product, Commercial) to align operational improvements with business goals.

AI & Automation Strategy

• Own the AI transformation roadmap for the contact centre, including conversational AI, agent assist, predictive insights, and automation.
• Evaluate emerging AI technologies that enhance agent productivity, reduce cost-to-serve, and elevate customer experience.
• **Lead deployment, testing, optimisation, and scaling of AI solutions such as:**
• Voice and chat bots
• AI powered routing engines
• Agent assist / knowledge AI
• Workforce AI forecasting & scheduling tools
• Customer intent prediction models

People Leadership

• Lead, mentor, and develop teams including operations, quality, training, AI operations, and digital optimisation.
• Champion a culture of innovation, customer-centricity, and measurable outcomes.
• Create AI literacy and upskilling programmes for frontline staff and leaders.

Customer & Experience Focus

• Ensure a seamless and consistent omnichannel experience across voice, chat, email, messaging apps, and social channels.
• Reduce customer effort by simplifying processes and leveraging automation.
• Use analytics and customer insights to proactively address pain points.
• Ensure all operations and AI implementations meet regulatory, ethical, and privacy guidelines.
• Establish governance around AI usage, data handling, and model explainability.

Employee Experience

• Lead a team of junior managers, fostering a culture of coaching and development to ensure future leaders are equipped with the right skills to drive high performing teams while safeguarding employee satisfaction.
• Ensure employee satisfaction and engagement by fostering a supportive and inclusive work environment.
• Lead initiatives to improve training, development, and career progression opportunities for team members.
• Prioritize employee experience as a core focus alongside customer satisfaction.

Customer Experience Management

• Drive performance across key customer experience KPIs, with a primary focus on achieving high Customer Satisfaction Scores (CSAT).
• Oversee the design and delivery of seamless day-to-day operations that meet or exceed customer expectations across all engagement channels.
• Lead a proactive complaint management process, including a robust close-the-loop mechanism, to ensure continuous improvement in resolving customer concerns and reducing complaint drivers year-on-year.
• Ensure exceptional customer experience measures by a CSAT and quality audits across multiple channels including but not limited to calls, chats, emails, and social media platform.
• Ensure timely, accurate, and empathetic responses to customer queries and comments on social channels.
• Reporting and Analytics
• Generate and present detailed operational reports at an executive level standard.
• Utilize data to drive decision-making and strategic planning.
• Monitor service levels, customer satisfaction, and feedback to identify areas for improvement.
• Ensure clients receive their reports on time, with the correct information.
• Ensure monthly reports are ready, error free & thoroughly checked before meeting with clients.
• Ensure client KPI’s are met & forecast in advance accordingly to avoid risks of missing any at the end of the month.
• Prepare and present monthly performance reports to clients.
• Monitor and analyze team KPIs weekly, including customer satisfaction (CSAT) and adherence rates.
• Address performance gaps and implement improvement initiatives across the department.

Education and Qualifications

• Bachelor’s degree and COPC CX Standard Certification or similar.
• Proven track record of driving customer satisfaction, operational efficiency, and revenue growth in a high-performance environment.
• 5+ years of experience in contact center operations leadership.
• Demonstrated experience leading large-scale operations (in-house or BPO).
• Strong understanding of AI/ML applications in customer service.
• Proven track record in automation, digital transformation, or AI-led operations.
• Excellent stakeholder management and cross-functional leadership skills.
• Strong analytical mindset with data-driven decision-making.

Knowledge, Languages and Skills

• Strategic Leadership: Ability to set vision and execute a growth-focused strategy.
• Strong understanding of omni-channel customer engagement and emerging technologies in customer service.
• Customer-Centricity: Passion for delivering exceptional customer experiences.
• Operational Expertise: Skilled in optimizing processes and leveraging technology.
• People Management: Experience in leading large, diverse teams.
• Stakeholder Collaboration: Excellent interpersonal skills to manage relationships with internal and external partners.
• Analytical Thinking: Data-driven decision-making and problem-solving abilities.
• Experience working with AI platforms (e.g., Microsoft Copilot, Google Dialogflow, AWS Connect, Genesys AI, LivePerson, etc.).
• Prior involvement in agent-assist tools, NLP/NLU optimisation, conversational design, or automation squads.
• Experience managing multi-geography or multilingual operations.

Education and Qualifications

• Bachelor’s degree and COPC CX Standard Certification or similar.
• Proven track record of driving customer satisfaction, operational efficiency, and revenue growth in a high-performance environment.
• Years of Experience
• 5+ years of experience in contact center operations leadership.
• Demonstrated experience leading large-scale operations (in-house or BPO).
• Strong understanding of AI/ML applications in customer service.
• Proven track record in automation, digital transformation, or AI-led operations.
• Excellent stakeholder management and cross-functional leadership skills.
• Strong analytical mindset with data-driven decision-making.
• Strategic Leadership: Ability to set vision and execute a growth-focused strategy.
• Strong understanding of omni-channel customer engagement and emerging technologies in customer service.
• Customer-Centricity: Passion for delivering exceptional customer experiences.
• Operational Expertise: Skilled in optimizing processes and leveraging technology.
• People Management: Experience in leading large, diverse teams.
• Stakeholder Collaboration: Excellent interpersonal skills to manage relationships with internal and external partners.
• Analytical Thinking: Data-driven decision-making and problem-solving abilities.
• Experience working with AI platforms (e.g., Microsoft Copilot, Google Dialogflow, AWS Connect, Genesys AI, LivePerson, etc.).
• Prior involvement in agent-assist tools, NLP/NLU optimisation, conversational design, or automation squads.
• Experience managing multi-geography or multilingual operations.