Contact Center Management Head

We are looking for a highly experienced and strategic Contact Center Management Head to lead multi-channel customer service operations for a major organization. This role requires a proven leader who can manage large teams and outsourced vendors while driving customer satisfaction, operational excellence, and service innovation.

Key Responsibilities

• Lead daily operations across all contact center channels: inbound, outbound, email, chat, and social media.
• Create and execute customer care strategies that improve quality, service levels, customer satisfaction, and retention.
• Lead churn-management and after-sales initiatives to strengthen customer loyalty.
• Oversee outsourced vendor performance and ensure KPIs and service standards are met.
• Improve operational performance through process upgrades, automation, and innovation.
• Analyze customer feedback and trends; implement solutions to enhance overall experience.
• Lead, mentor, and develop managers and frontline teams; build strong leadership pipelines.
• Manage budgets, cost-to-serve goals, and operational efficiency.
• Support marketing-led campaigns to ensure seamless customer engagement across all touchpoints.

Qualifications

• Bachelors degree in Business, Communications, or related fields.
• Minimum of 8 years of experience in leading large-scale contact center operations TELCO experience required.
• Strong expertise in multi-channel customer management (voice, email, chat, social).
• Solid experience with vendor management and workforce management systems.
• Excellent communication, leadership, and analytical skills.
• Strategic thinker with strong business judgment and decision-making ability.
• Proficient in MS Office and reporting tools.