Global Director, Contact Center Transformation

Radisson Hotel Group, Madrid Office; Madrid; Presencial; EUR 80.000 - 120.000; Jornada completa

Descripción de la vacante

A leading international hotel group is seeking a Director of Contact Center Transformation to oversee the evolution of their contact center ecosystem. This role involves designing and improving frameworks to enhance customer and employee experiences while driving business outcomes. The ideal candidate will have over 7 years of experience in contact center strategies and a strong background in hospitality or service industries. The position offers a dynamic work environment in Madrid, Spain.

Formación

• 7+ years in contact center strategy, transformation, or operations in an international environment.
• Proven track record leading cross-functional transformation in hospitality, travel, or service industries.
• Fluent English both written and spoken, additional language skills are welcome.

Responsabilidades

• Lead the multi-year transformation roadmap for contact center operations.
• Build and maintain a centralized Knowledge Library.
• Own the QA & Performance framework, KPIs, scorecards, and coaching programs.
• Engage regional leaders and manage change initiatives.
• Use data analytics to identify opportunities in processes and CX outcomes.

Conocimientos

Strategic leadership

Analytical rigor

Operational excellence

Knowledge management

Conversation design & CX

QA & Performance

Collaboration & influence

Vendor / tech coordination

Innovation orientation

Educación

Bachelor's or Master's degree in relevant field

Descripción del empleo

A leading international hotel group is seeking a Director of Contact Center Transformation to oversee the evolution of their contact center ecosystem. This role involves designing and improving frameworks to enhance customer and employee experiences while driving business outcomes. The ideal candidate will have over 7 years of experience in contact center strategies and a strong background in hospitality or service industries. The position offers a dynamic work environment in Madrid, Spain.