Remote Europe-based Contact Centre Transformation Lead

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

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.