Head of Contact Centre – Lead Sales & Service

About the role

We are seeking a commercially‑driven Head of Contact Centre to lead both sales and customer service functions. In this senior position you will shape the customer experience across multiple channels, drive revenue growth and champion automation and AI initiatives.

Key responsibilities

• Develop and execute strategies to increase sales conversion and overall revenue.
• Lead and motivate large contact‑centre teams delivering customer service and complaint handling.
• Implement automation, AI and self‑service solutions to improve efficiency.
• Monitor performance metrics, produce analytical reports and present insights to senior stakeholders.
• Ensure compliance with travel industry regulations and package travel standards.

Required profile

• Proven leadership experience in a sales‑focused contact‑centre or customer‑operations environment.
• Track record of delivering revenue growth and improving conversion rates.
• Strong background in managing customer service and complaint handling teams.
• Experience with omnichannel contact‑centre operations.
• Knowledge of travel industry regulations is an advantage.

Required skills

• Automation tools
• AI platforms
• Self‑service solutions
• Reporting and analytics tools

What we offer

• Opportunity to influence customer strategy at senior level.
• Lead transformational change across sales, service and technology.
• Collaboration with executive leadership to drive business performance.
• Development and mentorship of high‑performing, customer‑centric teams.