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Contact Centre Manager - Transformation & Optimisation (Contract)

Location: Remote (Must be based in Europe)
Contract Length: 6 Months
Travel: International travel required (approximately one trip per quarter)

We are seeking an experienced Contact Centre Manager to lead large-scale customer service transformation initiatives within a global organisation. This role will focus on optimising customer experience, complaint handling processes, and operational performance, while supporting the adoption of AI and automation solutions across contact centre operations.

This is an exciting opportunity for someone with a strong background in high-volume contact centre environments and a proven track record of delivering transformation programmes that improve customer outcomes and operational efficiency.

Key ResponsibilitiesLead contact centre and consumer services transformation initiatives.Drive customer service and complaint handling optimisation across the organisation.Identify and implement AI and automation opportunities to improve service delivery and customer experience.Analyse operational performance data and develop strategies to improve efficiency, quality, and customer satisfaction.Engage with senior stakeholders across multiple functions and regions to drive change and ensure successful delivery.Support the scaling and modernisation of contact centre operations.Champion best practices in customer experience, process improvement, and operational excellence.Required ExperiencePrevious experience working within a contact centre environment.Proven experience managing or leading large-scale contact centre operations.Experience in environments handling hundreds of thousands of customer contacts per month.Strong background in customer service operations and complaint management.Demonstrable experience leading contact centre and consumer services transformation programmes.Experience delivering AI, automation, or digital transformation initiatives within customer service environments.Excellent stakeholder management and engagement skills, with the ability to influence senior leadership.Experience working within multinational organisations and across multiple time zones.Desirable ExperienceContact centre technology transformation experience.Customer journey optimisation and process redesign.Workforce planning and operational performance management.Experience working within complex global organisations.What's on OfferFully remote working with flexibility across Europe.Opportunity to shape large-scale customer service transformation programmes.Exposure to global stakeholders and enterprise-level operations.Initial 6-month contract with potential for extension.

If you have successfully transformed high-volume contact centre operations and are passionate about improving customer experience through people, process, and technology, we'd love to hear from you.

Contact Centre Manager - Transformation & Optimisation (Contract)

Location: Remote (Must be based in Europe)
Contract Length: 6 Months
Travel: International travel required (approximately one trip per quarter)

We are seeking an experienced Contact Centre Manager to lead large-scale customer service transformation initiatives within a global organisation. This role will focus on optimising customer experience, complaint handling processes, and operational performance, while supporting the adoption of AI and automation solutions across contact centre operations.

This is an exciting opportunity for someone with a strong background in high-volume contact centre environments and a proven track record of delivering transformation programmes that improve customer outcomes and operational efficiency.

Key ResponsibilitiesLead contact centre and consumer services transformation initiatives.Drive customer service and complaint handling optimisation across the organisation.Identify and implement AI and automation opportunities to improve service delivery and customer experience.Analyse operational performance data and develop strategies to improve efficiency, quality, and customer satisfaction.Engage with senior stakeholders across multiple functions and regions to drive change and ensure successful delivery.Support the scaling and modernisation of contact centre operations.Champion best practices in customer experience, process improvement, and operational excellence.Required ExperiencePrevious experience working within a contact centre environment.Proven experience managing or leading large-scale contact centre operations.Experience in environments handling hundreds of thousands of customer contacts per month.Strong background in customer service operations and complaint management.Demonstrable experience leading contact centre and consumer services transformation programmes.Experience delivering AI, automation, or digital transformation initiatives within customer service environments.Excellent stakeholder management and engagement skills, with the ability to influence senior leadership.Experience working within multinational organisations and across multiple time zones.Desirable ExperienceContact centre technology transformation experience.Customer journey optimisation and process redesign.Workforce planning and operational performance management.Experience working within complex global organisations.What's on OfferFully remote working with flexibility across Europe.Opportunity to shape large-scale customer service transformation programmes.Exposure to global stakeholders and enterprise-level operations.Initial 6-month contract with potential for extension.

If you have successfully transformed high-volume contact centre operations and are passionate about improving customer experience through people, process, and technology, we'd love to hear from you.

Contact Centre Manager - Transformation & Optimisation (Contract)

Location: Remote (Must be based in Europe)
Contract Length: 6 Months
Travel: International travel required (approximately one trip per quarter)

We are seeking an experienced Contact Centre Manager to lead large-scale customer service transformation initiatives within a global organisation. This role will focus on optimising customer experience, complaint handling processes, and operational performance, while supporting the adoption of AI and automation solutions across contact centre operations.

This is an exciting opportunity for someone with a strong background in high-volume contact centre environments and a proven track record of delivering transformation programmes that improve customer outcomes and operational efficiency.

Key ResponsibilitiesLead contact centre and consumer services transformation initiatives.Drive customer service and complaint handling optimisation across the organisation.Identify and implement AI and automation opportunities to improve service delivery and customer experience.Analyse operational performance data and develop strategies to improve efficiency, quality, and customer satisfaction.Engage with senior stakeholders across multiple functions and regions to drive change and ensure successful delivery.Support the scaling and modernisation of contact centre operations.Champion best practices in customer experience, process improvement, and operational excellence.Required ExperiencePrevious experience working within a contact centre environment.Proven experience managing or leading large-scale contact centre operations.Experience in environments handling hundreds of thousands of customer contacts per month.Strong background in customer service operations and complaint management.Demonstrable experience leading contact centre and consumer services transformation programmes.Experience delivering AI, automation, or digital transformation initiatives within customer service environments.Excellent stakeholder management and engagement skills, with the ability to influence senior leadership.Experience working within multinational organisations and across multiple time zones.Desirable ExperienceContact centre technology transformation experience.Customer journey optimisation and process redesign.Workforce planning and operational performance management.Experience working within complex global organisations.What's on OfferFully remote working with flexibility across Europe.Opportunity to shape large-scale customer service transformation programmes.Exposure to global stakeholders and enterprise-level operations.Initial 6-month contract with potential for extension.

If you have successfully transformed high-volume contact centre operations and are passionate about improving customer experience through people, process, and technology, we'd love to hear from you.

Contact Centre Manager - Transformation & Optimisation (Contract)

Location: Remote (Must be based in Europe)
Contract Length: 6 Months
Travel: International travel required (approximately one trip per quarter)

We are seeking an experienced Contact Centre Manager to lead large-scale customer service transformation initiatives within a global organisation. This role will focus on optimising customer experience, complaint handling processes, and operational performance, while supporting the adoption of AI and automation solutions across contact centre operations.

This is an exciting opportunity for someone with a strong background in high-volume contact centre environments and a proven track record of delivering transformation programmes that improve customer outcomes and operational efficiency.

Key ResponsibilitiesLead contact centre and consumer services transformation initiatives.Drive customer service and complaint handling optimisation across the organisation.Identify and implement AI and automation opportunities to improve service delivery and customer experience.Analyse operational performance data and develop strategies to improve efficiency, quality, and customer satisfaction.Engage with senior stakeholders across multiple functions and regions to drive change and ensure successful delivery.Support the scaling and modernisation of contact centre operations.Champion best practices in customer experience, process improvement, and operational excellence.Required ExperiencePrevious experience working within a contact centre environment.Proven experience managing or leading large-scale contact centre operations.Experience in environments handling hundreds of thousands of customer contacts per month.Strong background in customer service operations and complaint management.Demonstrable experience leading contact centre and consumer services transformation programmes.Experience delivering AI, automation, or digital transformation initiatives within customer service environments.Excellent stakeholder management and engagement skills, with the ability to influence senior leadership.Experience working within multinational organisations and across multiple time zones.Desirable ExperienceContact centre technology transformation experience.Customer journey optimisation and process redesign.Workforce planning and operational performance management.Experience working within complex global organisations.What's on OfferFully remote working with flexibility across Europe.Opportunity to shape large-scale customer service transformation programmes.Exposure to global stakeholders and enterprise-level operations.Initial 6-month contract with potential for extension.

If you have successfully transformed high-volume contact centre operations and are passionate about improving customer experience through people, process, and technology, we'd love to hear from you.

Contact Centre Manager - Transformation & Optimisation (Contract)

Location: Remote (Must be based in Europe)
Contract Length: 6 Months
Travel: International travel required (approximately one trip per quarter)

We are seeking an experienced Contact Centre Manager to lead large-scale customer service transformation initiatives within a global organisation. This role will focus on optimising customer experience, complaint handling processes, and operational performance, while supporting the adoption of AI and automation solutions across contact centre operations.

This is an exciting opportunity for someone with a strong background in high-volume contact centre environments and a proven track record of delivering transformation programmes that improve customer outcomes and operational efficiency.

Key ResponsibilitiesLead contact centre and consumer services transformation initiatives.Drive customer service and complaint handling optimisation across the organisation.Identify and implement AI and automation opportunities to improve service delivery and customer experience.Analyse operational performance data and develop strategies to improve efficiency, quality, and customer satisfaction.Engage with senior stakeholders across multiple functions and regions to drive change and ensure successful delivery.Support the scaling and modernisation of contact centre operations.Champion best practices in customer experience, process improvement, and operational excellence.Required ExperiencePrevious experience working within a contact centre environment.Proven experience managing or leading large-scale contact centre operations.Experience in environments handling hundreds of thousands of customer contacts per month.Strong background in customer service operations and complaint management.Demonstrable experience leading contact centre and consumer services transformation programmes.Experience delivering AI, automation, or digital transformation initiatives within customer service environments.Excellent stakeholder management and engagement skills, with the ability to influence senior leadership.Experience working within multinational organisations and across multiple time zones.Desirable ExperienceContact centre technology transformation experience.Customer journey optimisation and process redesign.Workforce planning and operational performance management.Experience working within complex global organisations.What's on OfferFully remote working with flexibility across Europe.Opportunity to shape large-scale customer service transformation programmes.Exposure to global stakeholders and enterprise-level operations.Initial 6-month contract with potential for extension.

If you have successfully transformed high-volume contact centre operations and are passionate about improving customer experience through people, process, and technology, we'd love to hear from you.

Contact Centre Manager

Location: Remote (Must be based in Europe)
Travel: International travel required, approximately one trip per quarter
Type: Full-Time

We are seeking an experienced Contact Centre Manager to lead and evolve a large-scale, global customer operations function handling hundreds of thousands of customer contacts per month across multiple regions and time zones.

This is not a traditional contact centre growth role focused on increasing headcount. Instead, you will be responsible for driving operational scale through technology, automation, AI adoption, and process optimisation, ensuring the function can support increasing demand efficiently while maintaining an exceptional customer experience.

You will be a strategic operator with a proven track record of influencing senior stakeholders, challenging conventional thinking, and successfully delivering large-scale transformation initiatives.

The Opportunity

As Contact Centre Manager, you will lead the ongoing evolution of a complex international customer operations environment. Working closely with senior leadership, you will identify opportunities to improve scalability, introduce AI-driven capabilities, and create a technology-enabled operating model capable of supporting significant contact volumes across multiple geographies and time zones.

Success in this role requires someone who doesn't simply maintain operations but actively drives improvement, brings fresh ideas to the table, and consistently delivers measurable results.

Key ResponsibilitiesLead the operational strategy and performance of a global, high-volume contact centre function.Drive technology-led scaling initiatives, leveraging AI, automation, and digital customer service tools to increase capacity and efficiency.Develop scalable operating models capable of managing growth in customer contacts without relying on proportional headcount increases.Influence and challenge executive stakeholders to drive positive change and secure support for new initiatives.Identify opportunities for innovation and continuous improvement across people, processes, technology, and customer experience.Partner with global stakeholders across multiple regions and time zones to align operational priorities and deliver strategic objectives.Use data and analytics to inform decision-making and measure the success of transformation programmes.Build and execute roadmaps that improve service delivery, customer satisfaction, productivity, and operational efficiency.What We're Looking ForScaling & AI TransformationProven experience leading large-scale contact centre operations within multinational organisations.Strong track record of scaling customer operations that manage hundreds of thousands of interactions per month.Significant experience implementing AI, automation, self-service technologies, conversational AI, or other customer service innovations.Demonstrable success using technology to drive operational capacity and efficiency improvements.Executive InfluenceExperience working with and influencing senior leadership teams and executive stakeholders.Confidence to challenge existing approaches and present alternative strategies backed by data and insight.Ability to build consensus, secure buy-in, and drive change across complex organisations.Technology & Domain ExpertiseStrong understanding of modern customer service technologies and digital transformation.Knowledge of AI trends and their practical application within contact centre environments.Experience evaluating and implementing technology solutions to improve customer and operational outcomes.Execution & DeliveryA highly proactive leader with a strong bias for action.Proven ability to identify opportunities, create plans, gain stakeholder support, and deliver tangible results.Strong examples of leading transformation initiatives from concept through to successful implementation.Comfortable operating in fast-paced environments where momentum, ownership, and outcomes matter.Able to independently drive initiatives forward rather than waiting for direction.Essential ExperienceExperience managing international contact centre operations across multiple countries and time zones.Track record of delivering operational transformation within large, complex organisations.Strong commercial awareness and data-driven decision-making skills.Excellent stakeholder management and communication abilities.Based in Europe and willing to undertake international travel as required (approximately one trip per quarter).What Success Looks LikeAI and automation initiatives successfully implemented to improve scalability and efficiency.Measurable improvements in customer experience, operational performance, and productivity.Strong influence with senior stakeholders, driving adoption of new strategies and technologies.Clear roadmap established for sustainable, technology-led operational growth.A visible track record of initiating, leading, and delivering meaningful change across the function.

If you have successfully scaled global contact centre operations, are passionate about AI-driven transformation, and have the credibility to influence senior leaders while driving execution, we'd love to hear from you.

Contact Centre Manager

Location: Remote (Must be based in Europe)
Travel: International travel required, approximately one trip per quarter
Type: Full-Time

We are seeking an experienced Contact Centre Manager to lead and evolve a large-scale, global customer operations function handling hundreds of thousands of customer contacts per month across multiple regions and time zones.

This is not a traditional contact centre growth role focused on increasing headcount. Instead, you will be responsible for driving operational scale through technology, automation, AI adoption, and process optimisation, ensuring the function can support increasing demand efficiently while maintaining an exceptional customer experience.

You will be a strategic operator with a proven track record of influencing senior stakeholders, challenging conventional thinking, and successfully delivering large-scale transformation initiatives.

The Opportunity

As Contact Centre Manager, you will lead the ongoing evolution of a complex international customer operations environment. Working closely with senior leadership, you will identify opportunities to improve scalability, introduce AI-driven capabilities, and create a technology-enabled operating model capable of supporting significant contact volumes across multiple geographies and time zones.

Success in this role requires someone who doesn't simply maintain operations but actively drives improvement, brings fresh ideas to the table, and consistently delivers measurable results.

Key ResponsibilitiesLead the operational strategy and performance of a global, high-volume contact centre function.Drive technology-led scaling initiatives, leveraging AI, automation, and digital customer service tools to increase capacity and efficiency.Develop scalable operating models capable of managing growth in customer contacts without relying on proportional headcount increases.Influence and challenge executive stakeholders to drive positive change and secure support for new initiatives.Identify opportunities for innovation and continuous improvement across people, processes, technology, and customer experience.Partner with global stakeholders across multiple regions and time zones to align operational priorities and deliver strategic objectives.Use data and analytics to inform decision-making and measure the success of transformation programmes.Build and execute roadmaps that improve service delivery, customer satisfaction, productivity, and operational efficiency.What We're Looking ForScaling & AI TransformationProven experience leading large-scale contact centre operations within multinational organisations.Strong track record of scaling customer operations that manage hundreds of thousands of interactions per month.Significant experience implementing AI, automation, self-service technologies, conversational AI, or other customer service innovations.Demonstrable success using technology to drive operational capacity and efficiency improvements.Executive InfluenceExperience working with and influencing senior leadership teams and executive stakeholders.Confidence to challenge existing approaches and present alternative strategies backed by data and insight.Ability to build consensus, secure buy-in, and drive change across complex organisations.Technology & Domain ExpertiseStrong understanding of modern customer service technologies and digital transformation.Knowledge of AI trends and their practical application within contact centre environments.Experience evaluating and implementing technology solutions to improve customer and operational outcomes.Execution & DeliveryA highly proactive leader with a strong bias for action.Proven ability to identify opportunities, create plans, gain stakeholder support, and deliver tangible results.Strong examples of leading transformation initiatives from concept through to successful implementation.Comfortable operating in fast-paced environments where momentum, ownership, and outcomes matter.Able to independently drive initiatives forward rather than waiting for direction.Essential ExperienceExperience managing international contact centre operations across multiple countries and time zones.Track record of delivering operational transformation within large, complex organisations.Strong commercial awareness and data-driven decision-making skills.Excellent stakeholder management and communication abilities.Based in Europe and willing to undertake international travel as required (approximately one trip per quarter).What Success Looks LikeAI and automation initiatives successfully implemented to improve scalability and efficiency.Measurable improvements in customer experience, operational performance, and productivity.Strong influence with senior stakeholders, driving adoption of new strategies and technologies.Clear roadmap established for sustainable, technology-led operational growth.A visible track record of initiating, leading, and delivering meaningful change across the function.

If you have successfully scaled global contact centre operations, are passionate about AI-driven transformation, and have the credibility to influence senior leaders while driving execution, we'd love to hear from you.