Global Contact Centre Architect - AI-Powered Scale (Remote Europe)

GCS Recruitment; Netherlands; On-site; EUR 90,000 - 140,000; Full time

Job summary

GCS Recruitment is seeking a Contact Centre Manager to lead a global, high-volume customer operations function, handling hundreds of thousands of contacts per month across multiple regions and time zones, while based in Europe.

The role focuses on scaling through technology, automation and AI adoption, driving continuous improvement, and influencing senior stakeholders to deliver measurable outcomes without relying on proportional headcount.

Qualifications

• Proven experience leading large-scale contact centre operations within multinational organisations.
• Strong track record of scaling operations that manage hundreds of thousands of interactions per month.
• Significant experience implementing AI, automation or conversational AI in contact centres.
• Demonstrable success using technology to drive capacity and efficiency improvements.

Responsibilities

• Lead the operational strategy and performance of a global, high-volume contact centre function.
• Drive technology-led scaling initiatives, leveraging AI and automation to increase capacity and efficiency.
• Develop scalable operating models for growth without proportional headcount increases.
• Influence executive stakeholders to secure support for new initiatives.
• Identify opportunities for innovation and continuous improvement across people, processes, technology, and CX.
• Partner with global stakeholders across regions and time zones to align priorities and deliver objectives.
• Use data and analytics to inform decisions and measure transformation success.
• Build and execute roadmaps to improve service delivery, customer satisfaction and productivity.

Skills

Large-scale contact centres

Executive stakeholder influence

AI adoption

Data-driven decision making

Job description

GCS Recruitment is seeking a Contact Centre Manager to lead a global, high-volume customer operations function, handling hundreds of thousands of contacts per month across multiple regions and time zones, while based in Europe.

The role focuses on scaling through technology, automation and AI adoption, driving continuous improvement, and influencing senior stakeholders to deliver measurable outcomes without relying on proportional headcount.