Call Centre Leader

We are seeking an experienced Call Centre Leader to lead and manage an onshore contact centre team, as well as offshore support teams. This is a hands‑on leadership role responsible for service delivery, team performance, and continuous improvement across a multi‑site, high‑volume hospitality environment.

You will be accountable for ensuring consistent, high‑quality customer service outcomes, while driving operational efficiency and strong team engagement across all locations.

Key Responsibilities

• Lead day‑to‑day operations of the contact centre across onshore and offshore teams
• Manage Team Leaders to achieve service, quality, and productivity KPIs
• Ensure consistent service standards, processes, and customer experience across all locations
• Monitor call volumes, response times, workforce planning, and rostering requirements
• Act as an escalation point for complex operational issues