Europe Contact Center Lead, CX & Outsourcing

LG Electronics Benelux; Warszawa; On-site; PLN 240,000 - 360,000; Full time

Job summary

LG Electronics Benelux is seeking an experienced Europe Contact Center Lead to drive governance, performance management, and continuous improvement across its European contact center operations. The role oversees outsourced centers and aligns with LG's CX strategy.

As the central liaison between European subsidiaries, outsourcing partners and headquarters, you will standardize processes, optimize performance, and lead transformation initiatives to deliver superior customer experiences across

Qualifications

• Bachelor's degree or higher.
• Around 10-15 years of experience in ISC operations and cross-functional communication with EU subsidiaries.
• Proven experience managing multi-country operations.
• Demonstrated success in KPI-driven performance improvement initiatives.
• Deep understanding of end-to-end contact center operations.

Responsibilities

• Develop and execute the long-term strategy for the European Contact Center organization.
• Drive the standardization and harmonization of contact center operations across European subsidiaries.
• Support the development and implementation of customer experience (CX) strategies and initiatives.
• Design and optimize organizational structures and operating models.
• Improve recruitment, training, workforce planning, and performance management processes.
• Foster a high-performance culture focused on customer satisfaction and operational excellence.
• Manage outsourced contact center partners, including service levels, quality, cost, and performance.
• Build strong relationships with subsidiary leadership teams and headquarters stakeholders.
• Identify operational risks and implement sustainable solutions.
• Define and monitor key performance indicators such as NPS, Service Level, Answer Rate, Average Handling Time (AHT), and First Contact Resolution (FCR).
• Leverage data analytics to identify opportunities and drive continuous improvement.
• Lead operational reviews and governance processes.
• Oversee contact center technologies and platforms.
• Lead process standardization and digital transformation projects.
• Improve customer and agent experiences across phone, email, chatbot, and other contact channels.
• Implement best practices across the European organization.

Skills

Leadership

Communication

Stakeholder management

Analytical thinking

Influencing stakeholders

Education

Bachelor's degree or higher

Tools

Microsoft Office

Data analytics tools

Job description

LG Electronics Benelux is seeking an experienced Europe Contact Center Lead to drive governance, performance management, and continuous improvement across its European contact center operations. The role oversees outsourced centers and aligns with LG's CX strategy.

As the central liaison between European subsidiaries, outsourcing partners and headquarters, you will standardize processes, optimize performance, and lead transformation initiatives to deliver superior customer experiences across