Contact Center Director

This range is provided by Intelix.AI. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Intelix.AI

Head of Customer Experience & Contact Center Operations

London | Hybrid

Up to £100 + £17k Bonus, 30 Days Holiday, 14% Pension, Full Family Health Care +

This is a senior leadership experience in multi-site customer-service & contact-centre operations and requires a strong understanding finance,/banking telephony, case-management and workforce-management platforms (e.g., Genesys, NICE, Verint, Zendesk, Salesforce Service Cloud).

Overseeing multi-site operations including offshore locations you will own service performance across customer-service operations, ensuring consistent service levels, strong workforce planning, robust quality controls, and a high-performance culture. Lead risk management, operational reporting, and continuous improvement across multiple region

Key Responsibilities

• Oversee capacity planning, forecasting, and service-level delivery.
• Manage operational budgets and monthly performance reviews.
• Lead service tools oversight (telephony, case management, reporting platforms).
• Drive a strong risk-management culture and compliance with customer-outcome obligations.
• Build capability: recruitment, onboarding, skills development, competency frameworks.
• Lead Quality Assurance and ensure consistent service standards.
• Develop executive-level reporting and operational dashboards.
• Partner with product, change, and technology teams to improve customer journeys.
• Monitor industry best practice and competitor activity to inform service strategy.

Candidate Profile

• Senior leadership experience in customer operations or contact‑centre environments.
• Prior experience in a Large Financial Services firm. (Bank, Insurance, Credit Cards Etc.)
• Strong understanding of telephony/case-management platforms (e.g., Genesys, NICE, Zendesk).
• Skilled in capacity modelling, forecasting, and performance management.
• Experience operating in regulated environments.
• Strong analytical, reporting and stakeholder-management capabilities.
• Proven track record developing teams and uplifting service culture.
• Comfortable leading through change and transformation.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Customer Service, Project Management, and Information Technology