Lead – Contact Centre

About the role

We are seeking a dynamic Lead for our Contact Centre to drive superior customer experience and operational excellence across inbound, outbound, collections and digital support channels. The role will shape strategy, oversee day‑to‑day operations and lead a large multidisciplinary team.

Key responsibilities

• Define and implement the overall contact centre strategy aligned with business objectives.
• Lead end‑to‑end operations across voice and non‑voice channels, ensuring service level, AHT, FCR, CSAT and productivity targets are met.
• Manage inbound, outbound, collections, servicing, retention and escalation handling functions.
• Monitor workforce planning, scheduling, shrinkage and capacity utilization.
• Build a customer‑centric culture, monitor VOC, NPS and complaint resolution.
• Lead large operational teams (managers, team leaders, quality, training, MIS, WFM) and drive engagement, succession planning and performance reviews.
• Ensure compliance with internal policies, audit requirements and regulatory guidelines.
• Review dashboards, analytics and reports to identify efficiency and experience improvements.
• Collaborate with business, product, technology, HR, finance and compliance teams; manage outsourced partners and vendors.

Required profile

• Proven experience leading large contact‑centre operations with responsibility for multiple channels.
• Strong analytical mindset with ability to translate data into actionable insights.
• Excellent stakeholder management and ability to work with cross‑functional teams.
• Solid understanding of governance, compliance and risk management in a contact‑centre environment.
• Demonstrated people‑leadership skills, including talent development and performance management.

Required skills