Contact Centre Manager

GCS Recruitment; Polska; Sur place; PLN 388 000 - 560 000; Plein temps

Résumé du poste

GCS Recruitment seeks an experienced Contact Centre Manager to lead a global, high-volume customer operations function and drive scale through technology, AI adoption, and process optimization. You will influence senior stakeholders, challenge traditional approaches, and deliver measurable improvements across multiple regions and time zones.

You will operate in a remote-capable role based in Europe, with international travel approximately one trip per quarter, guiding scalable operating models

Qualifications

• Experience leading large-scale contact centre operations within multinational organisations.
• Significant experience implementing AI, automation, self-service technologies, conversational AI, or other customer service innovations.
• Strong track record using technology to drive capacity and efficiency improvements.
• Excellent stakeholder management and communication abilities.

Responsabilités

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

Description du poste

Contact Centre Manager

Location: Remote (Must be based in Europe)
Travel: International travel required, approximately one trip per quarter
Type: Full-Time

We are seeking an experienced Contact Centre Manager to lead and evolve a large-scale, global customer operations function handling hundreds of thousands of customer contacts per month across multiple regions and time zones.

This is not a traditional contact centre growth role focused on increasing headcount. Instead, you will be responsible for driving operational scale through technology, automation, AI adoption, and process optimisation, ensuring the function can support increasing demand efficiently while maintaining an exceptional customer experience.

You will be a strategic operator with a proven track record of influencing senior stakeholders, challenging conventional thinking, and successfully delivering large-scale transformation initiatives.

The Opportunity

As Contact Centre Manager, you will lead the ongoing evolution of a complex international customer operations environment. Working closely with senior leadership, you will identify opportunities to improve scalability, introduce AI-driven capabilities, and create a technology-enabled operating model capable of supporting significant contact volumes across multiple geographies and time zones.

Success in this role requires someone who doesn\'t simply maintain operations but actively drives improvement, brings fresh ideas to the table, and consistently delivers measurable results.

Key Responsibilities

• Lead the operational strategy and performance of a global, high-volume contact centre function.
• Drive technology-led scaling initiatives, leveraging AI, automation, and digital customer service tools to increase capacity and efficiency.
• Develop scalable operating models capable of managing growth in customer contacts without relying on proportional headcount increases.
• Influence and challenge executive stakeholders to drive positive change and secure support for new initiatives.
• Identify opportunities for innovation and continuous improvement across people, processes, technology, and customer experience.
• Partner with global stakeholders across multiple regions and time zones to align operational priorities and deliver strategic objectives.
• Use data and analytics to inform decision-making and measure the success of transformation programmes.
• Build and execute roadmaps that improve service delivery, customer satisfaction, productivity, and operational efficiency.

What We\'re Looking For

Scaling & AI Transformation

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

Executive Influence

• Experience working with and influencing senior leadership teams and executive stakeholders.
• Confidence to challenge existing approaches and present alternative strategies backed by data and insight.
• Ability to build consensus, secure buy-in, and drive change across complex organisations.

Technology & Domain Expertise

• Strong understanding of modern customer service technologies and digital transformation.
• Knowledge of AI trends and their practical application within contact centre environments.
• Experience evaluating and implementing technology solutions to improve customer and operational outcomes.

Execution & Delivery

• A highly proactive leader with a strong bias for action.
• Proven ability to identify opportunities, create plans, gain stakeholder support, and deliver tangible results.
• Strong examples of leading transformation initiatives from concept through to successful implementation.
• Comfortable operating in fast-paced environments where momentum, ownership, and outcomes matter.
• Able to independently drive initiatives forward rather than waiting for direction.

Essential Experience

• Experience managing international contact centre operations across multiple countries and time zones.
• Track record of delivering operational transformation within large, complex organisations.
• Strong commercial awareness and data-driven decision-making skills.
• Excellent stakeholder management and communication abilities.
• Based in Europe and willing to undertake international travel as required (approximately one trip per quarter).

What Success Looks Like

• AI and automation initiatives successfully implemented to improve scalability and efficiency.
• Measurable improvements in customer experience, operational performance, and productivity.
• Strong influence with senior stakeholders, driving adoption of new strategies and technologies.
• Clear roadmap established for sustainable, technology-led operational growth.
• A visible track record of initiating, leading, and delivering meaningful change across the function.

If you have successfully scaled global contact centre operations, are passionate about AI-driven transformation, and have the credibility to influence senior leaders while driving execution, we\'d love to hear from you.

GCS is acting as an Employment Business in relation to this vacancy.