Head – Customer Service & Contact Center Operations

About the role

We are seeking a proactive and detail‑oriented Head of Customer Service & Contact Center Operations to lead end‑to‑end service delivery across multiple projects and accounts. The role requires strong operational management, excellent communication, and the ability to manage stakeholders, teams, and performance in a fast‑paced environment.

Key responsibilities

• Manage end‑to‑end service delivery operations across assigned projects/accounts.
• Ensure timely, high‑quality delivery that meets client expectations and SLAs.
• Coordinate with internal teams, clients, vendors, and stakeholders to drive operational efficiency.
• Monitor project progress, delivery timelines, risks, and escalations.
• Lead daily operational activities, resource planning, and workflow management.
• Maintain strong client relationships and act as the primary point of contact for delivery matters.
• Conduct regular status reviews, reporting, and performance tracking.
• Identify process‑improvement opportunities and implement best practices.
• Ensure compliance with company policies, quality standards, and client requirements.
• Support team management, performance monitoring, and issue resolution.

Required profile

• Proven experience in Service Delivery, Operations Management, Project Coordination, or Client Services.
• Strong understanding of end‑to‑end operational processes and delivery management.
• Excellent verbal and written communication skills.
• Strong stakeholder and client management abilities.
• Ability to manage multiple projects and priorities simultaneously.
• Problem‑solving mindset with strong organizational skills.
• Experience handling escalations and driving resolution effectively.
• Proficiency in Microsoft Office tools and project tracking/reporting platforms.

Required skills

• Microsoft Office