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 centr...