Service Centre Manager
Core
Lead Voice Quick Pass operations across multiple European sites and outsourced/BPO partners to deliver a digital customer journey and maximize ancillary revenue.
Role type
Senior Service Centre Manager (Europe)
Builds
Voice Quick Pass customer service operations
Domain
Contact Centre / Customer Service / BPO
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Multi-site team leadership, SLA/KPI management, BPO partner management, performance analysis, process improvement, stakeholder management
Preferred skills
Coaching, problem-solving, digital journey optimization
Technologies
N/A
Responsibilities
Lead and develop a multi-site, multi-cultural team of 70-100 FTE; Drive performance against SLAs, productivity, conversion, ancillary revenue, and NPS targets; Manage relationships and performance with outsourced/BPO partners; Ensure consistent customer service standards across all sites and partners; Identify and implement process and digital journey improvements; Support the onboarding and integration of new European sites and outsource partners.
Seniority
Senior, hands-on IC