Remote AI-Driven Contact Centre Transformation Lead

GCS Recruitment; España; Presencial; EUR 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote across Europe

6-month contract

Exposure to global stakeholders

Descripción de la vacante

GCS Recruitment is seeking a Contact Centre Manager to lead large-scale transformation programmes across international contact centre operations. The role focuses on optimising customer experience, complaint handling, and operational performance while guiding AI and automation adoption.

Ideal candidates have extensive experience in high-volume contact centres, managing global teams, and delivering cross-functional change across time zones.

Formación

• Experience in high-volume contact centres and transformation programmes.
• Proven ability to lead large-scale contact centre operations.
• Experience delivering AI, automation, or digital transformation in customer service.
• Excellent stakeholder management across multinational teams and regions.
• Willingness to travel internationally (approx. one trip per quarter).

Responsabilidades

• Lead 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.

Descripción del empleo

GCS Recruitment is seeking a Contact Centre Manager to lead large-scale transformation programmes across international contact centre operations. The role focuses on optimising customer experience, complaint handling, and operational performance while guiding AI and automation adoption.

Ideal candidates have extensive experience in high-volume contact centres, managing global teams, and delivering cross-functional change across time zones.