Head of Customer Service

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 optimiza...