Contact Centre Manager

GCS Recruitment; United States; Remote; USD 64,000 - 87,000; Full time

Benefits offered by this job

Fully remote across Europe

Global stakeholder exposure

Job summary

GCS Recruitment seeks a Contact Centre Manager to lead transformation in a global, high-volume environment. The role focuses on customer experience, complaint handling, and operational performance, with AI/automation adoption across contact centre operations.

Remote work across Europe is available, with international travel for several quarters. The ideal candidate has a proven track record delivering large-scale programmes and engaging senior leaders across regions.

Qualifications

• Experience in a high-volume contact centre environment and leading large-scale operations.
• Experience handling hundreds of thousands of customer contacts per month.
• Proven track record delivering transformation programmes in customer service.
• Ability to influence senior leadership and manage stakeholders across regions.

Responsibilities

• 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 functions and regions to drive change and delivery.
• Support the scaling and modernisation of contact centre operations.
• Champion best practices in customer experience, process improvement, and operational excellence.

Skills

Contact centre experience

Leadership of contact centres

High-volume contacts

Customer service operations

Transformation programmes

AI/automation in CS

Stakeholder management

Multinational/time zones

Job description

Contact Centre Manager - Transformation & Optimisation (Contract)

Location: Remote (Must be based in Europe)
Contract Length: 6 Months
Travel: International travel required (approximately one trip per quarter)

We are seeking an experienced Contact Centre Manager to lead large-scale customer service transformation initiatives within a global organisation. This role will focus on optimising customer experience, complaint handling processes, and operational performance, while supporting the adoption of AI and automation solutions across contact centre operations.

This is an exciting opportunity for someone with a strong background in high-volume contact centre environments and a proven track record of delivering transformation programmes that improve customer outcomes and operational efficiency.

Key Responsibilities

• 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.

Required Experience

• Previous experience working within a contact centre environment.
• Proven experience managing or leading large-scale contact centre operations.
• Experience in environments handling hundreds of thousands of customer contacts per month.
• Strong background in customer service operations and complaint management.
• Demonstrable experience leading contact centre and consumer services transformation programmes.
• Experience delivering AI, automation, or digital transformation initiatives within customer service environments.
• Excellent stakeholder management and engagement skills, with the ability to influence senior leadership.
• Experience working within multinational organisations and across multiple time zones.

Desirable Experience

• Contact centre technology transformation experience.
• Customer journey optimisation and process redesign.
• Workforce planning and operational performance management.
• Experience working within complex global organisations.

What's on Offer

• Fully remote working with flexibility across Europe.
• Opportunity to shape large-scale customer service transformation programmes.
• Exposure to global stakeholders and enterprise-level operations.
• Initial 6-month contract with potential for extension.

If you have successfully transformed high-volume contact centre operations and are passionate about improving customer experience through people, process, and technology, we'd love to hear from you.