Global Contact Center Transformation Lead

Talent C; Barcelona; On-site; EUR 90,000 - 130,000; Full time

Job summary

Talent C is seeking a senior program leader to coordinate business, operations and technology teams across countries within a large-scale transformation for an international insurance group. The role focuses on operational outcomes, adoption and delivering customer experience improvements.

You will mobilise and deploy the program, ensuring alignment of priorities with business needs, governance, and successful transition to ongoing operations across multiple countries and partners.

Qualifications

• Experience leading large-scale, international transformation programs in contact center or customer experience environments.
• Ability to coordinate across Business, Operations and IT with suppliers.
• Strong governance, planning, risk and vendor management skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Coordinate business, customer operations, technology teams and external partners across multiple workstreams.
• Engage stakeholders to translate needs into clear priorities and manage expectations.
• Build and maintain the roadmap, governance, milestones, dependencies, risks and issues.
• Track budgets, resources, vendors, KPIs and expected business benefits.
• Drive business readiness, change management, training, adoption, cutover, hypercare and transition to operations.
• Keep customer and agent experience at the centre of program decisions.

Skills

Senior program leadership

Cross-functional leadership

Stakeholder management

Budget management

CCaaS awareness

Job description

Talent C is seeking a senior program leader to coordinate business, operations and technology teams across countries within a large-scale transformation for an international insurance group. The role focuses on operational outcomes, adoption and delivering customer experience improvements.

You will mobilise and deploy the program, ensuring alignment of priorities with business needs, governance, and successful transition to ongoing operations across multiple countries and partners.