Contact Centre Manager - Transformation & Optimisation (Contract)Location: Remote (Must be based in Europe) Contract Length: 6 Months... Read more
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.
GCS is acting as an Employment Business in relation to this vacancy.
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Platform Engineering ManagerLocation: Fully RemoteEmployment Type: PermanentOverviewWe are looking for an experienced Platform Engineering Manager to lead and... Read more
Platform Engineering Manager
Location: Fully Remote
Employment Type: Permanent
Overview
We are looking for an experienced Platform Engineering Manager to lead and grow a high-performing platform engineering organisation in a dynamic, fast-moving environment.
This is a unique opportunity to join a startup-style organisation with the backing, stability, and resources of a larger global business. Rather than stepping into a fully established structure and simply maintaining it, you will play a critical role in shaping the Platform Engineering function, influencing strategy, building teams, and creating the foundations that enable engineering teams to deliver at scale.
You will lead teams responsible for shared platform capabilities, infrastructure, developer experience, reliability, observability, and engineering enablement, while partnering closely with senior technical leaders who own the technical strategy and architecture.
We're looking for a leader who thrives in ambiguity, enjoys building structure from the ground up, and can balance startup agility with the needs of a growing organisation.
Key Responsibilities
Lead, coach, and grow the Platform Engineering team, including hiring, performance management, and career development.Ensure the delivery and continuous improvement of shared platform capabilities, infrastructure, developer tooling, and engineering enablement services.Drive platform reliability, scalability, security, and operational excellence through strong engineering practices and collaboration.Partner with technical leaders and stakeholders to align priorities, remove blockers, and support successful delivery across engineering teams.Develop organisational capacity, talent, and ways of working that enable high-performing teams and an exceptional developer experience.
What We're Looking For
Essential Experience
Significant experience leading Platform Engineering, Infrastructure, DevOps, Site Reliability, or related engineering teams.Proven people leadership experience, including hiring, coaching, performance management, and team development.Strong understanding of modern cloud-native engineering practices, including infrastructure automation, CI/CD, observability, reliability, and platform operations.Experience building and scaling engineering teams in fast-paced environments.Ability to work effectively across engineering, product, security, and leadership stakeholders.Excellent communication and stakeholder management skills.Why This Opportunity?
This is a rare opportunity to combine the pace, autonomy, and influence of a growing business with the stability and backing of a larger organisation.
You won't be inheriting a mature platform organisation and simply maintaining it. Instead, you'll help shape its future: building teams, influencing strategy, establishing ways of working, and creating the platform foundations that enable engineering teams to deliver exceptional products and services.
If you're excited by the prospect of making a tangible impact, growing your own organisation, and helping define the next stage of a modern engineering function, we'd love to hear from you.
GCS is acting as an Employment Agency in relation to this vacancy.
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