We are seeking an experienced Call Centre Leader to lead and manage an onshore contact centre team, as well as offshore support teams. This is a hands‐on leadership role responsible for service delivery, team performance, and continuous improvement across a multi‐site, high‐volume hospitality environment.
You will be accountable for ensuring consistent, high‐quality customer service outcomes, while driving operational efficiency and strong team engagement across all locations.
Key Responsibilities
* Lead day‐to‐day operations of the contact centre across onshore and offshore teams
* Manage Team Leaders to achieve service, quality, and productivity KPIs
* Ensure consistent service standards, processes, and customer experience across all locations
* Monitor call volumes, response times, workforce planning, and rostering requirements
* Act as an escalation point for complex operational issues
* Analyse performance data and reporting to identify trends and improvement opportunities
* Drive quality assurance, coaching, and continuous improvement initiatives
* Partner with offshore providers to ensure service levels, cultural alignment, and contractual obligations are met
* Collaborate with internal stakeholders including Operations, HR, IT, and Finance
* Ensure compliance with company policies, privacy obligations, and relevant employment legislation
About You
You are a confident and commercially minded people leader with experience managing contact centre operations across multiple locations. You thrive in a fast‐paced hospitality or service environment and are passionate about delivering outstanding customer experiences.
Skills & Experience
Essential
* Proven experience leading a call centre or contact centre operation
* Demonstrated experience managing offshore teams or third‐party providers
* Strong people leadership and performance management capability
* Experience working to service level, quality, and productivity KPIs
* Strong communication, problem‐solving, and stakeholder management skills
Desirable
* Exposure to workforce management systems and CRM platforms
* Experience driving service improvement or customer experience initiatives
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