Head of Customer Service

Confidential Career; Dubai; On-site; AED 150,000 - 200,000; Full time

Job summary

A leading telecom company is seeking a highly experienced strategic leader to oversee global call centre operations. The ideal candidate will have over 10 years in large-scale call centre management and strong expertise in customer experience and operational efficiency. You will lead teams across multiple regions, ensuring service excellence and compliance with industry standards. This role requires excellent communication skills and the ability to manage large teams effectively.

Qualifications

• 10+ years of experience managing large-scale, multisite call centre operations.
• Experience leading teams of 1,000+ employees and managing outsourced partnerships.
• Strong background in the Telecoms or Technology industry.

Responsibilities

• Lead global call centre operations across multiple regions.
• Develop operational strategies and process improvements.
• Oversee vendor relationships and compliance standards.
• Drive workforce planning and cost optimization.

Skills

Customer experience design

Process optimisation

Leadership

Analytical skills

Stakeholder management

Education

Bachelor’s degree in Business or Telecommunications

Master’s degree in a related field

Job description

Position Overview

We are seeking a highly experienced and strategic leader to oversee global call centre operations for our telecoms business. The ideal candidate will have a proven track record of managing large-scale, multisite contact centres across multiple geographies, with deep expertise in customer experience, operational efficiency, and digital transformation within the telecommunications sector.

Key Responsibilities

• Lead and manage global call centre operations across multiple regions, ensuring consistent service delivery and adherence to KPIs (quality, efficiency, and customer satisfaction).
• Develop and implement global operational strategies, process improvements, and automation initiatives to enhance service excellence.
• Oversee vendor relationships and outsourced call centre operations, ensuring alignment with brand and compliance standards.
• Drive workforce planning, capacity management, and cost optimization initiatives across all centres.
• Collaborate with senior leadership to align call centre operations with business growth, digital strategy, and customer retention goals.
• Implement performance dashboards and analytics to monitor service levels and operational performance.
• Champion a culture of continuous improvement, innovation, and customer-first mindset.
• Ensure compliance with all regulatory, legal, and data protection standards across jurisdictions.

Qualifications & Experience

• Bachelor’s degree in Business, Telecommunications, or related field (Master’s preferred).
• 10+ years of experience managing large-scale, multisite call centre operations, ideally across multiple continents.
• Strong background in the Telecoms or Technology industry.
• Demonstrated experience leading large teams (1,000+ employees) and managing outsourced partnerships.
• Proven expertise in customer experience design, process optimisation, and digital transformation.
• Strong analytical and leadership skills, with the ability to influence at all levels of the organisation.
• Excellent communication and stakeholder management skills.
• Willingness to travel internationally as required.