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