Head of Customer Service

Position Overview

This role calls for a senior customer service leader to direct worldwide call centre operations for a telecoms-focused business. The position is centered on steering large, multi-location contact centre teams across several regions, with a strong emphasis on customer experience, operational performance, and digital change.

Key Responsibilities

• Direct global call centre operations across multiple regions so service quality stays consistent and key targets for quality, efficiency, and customer satisfaction are met.
• Create and roll out global operating plans, improvement initiatives, and automation projects that raise service standards.
• Manage relationships with third-party vendors and outsourced contact centre partners while maintaining brand expectations and compliance requirements.
• Lead workforce planning, capacity control, and cost-saving efforts across all centres.
• Work closely with senior leaders to connect contact centre activity with business expansion, digital priorities, and customer retention objectives.
• Build and maintain dashboards and analytics tools to track service levels and overall operational results.
• Promote a workplace culture focused on continuous improvement, innovation, and a customer-first approach.
• Make sure operations meet regulatory, legal, and data protection obligations in every jurisdiction.

Qualifications & Experience

• A bachelor’s degree in Business, Telecommunications, or a related discipline is required; a master’s degree is preferred.
• At least 10 years of experience leading large, multi-site call centre operations, ideally spanning more than one continent.
• Strong experience in the Telecoms or Technology sector.
• Proven record of leading large teams of 1,000+ people and handling outsourced service partners.
• Hands-on expertise in customer experience design, process improvement, and digital transformation.
• Strong analytical ability and leadership capability, with the confidence to influence stakeholders at every level.
• Excellent verbal and written communication, along with strong stakeholder management skills.
• Preparedness to travel internationally when the job requires it.

Additional Information

This is a senior full-time onsite position based in Dubai, United Arab Emirates. The original posting did not specify salary, number of vacancies, start date, duration, or application deadline.