Global Contact Centre Director

About the role

The Global Contact Centre Director will lead a multi‑site, international contact centre operation from Leeds. Reporting to senior leadership, you will be responsible for delivering world‑class customer experiences across multiple time zones while meeting agreed KPIs and SLAs.

Key responsibilities

• Provide operational leadership for contact centres in the UK and abroad, ensuring consistent service quality.
• Develop and execute a customer experience (CX) strategy aligned with corporate objectives.
• Conduct continuous improvement reviews to streamline processes, reduce costs and enhance efficiency.
• Manage client contracts and perform regular performance reviews against service level agreements.
• Standardise contact‑centre procedures to create a unified way of working across all locations.
• Engage with C‑suite stakeholders, preparing and presenting operational reports.
• Drive digital adoption and automation initiatives to improve accuracy and performance.
• Analyse data streams to identify opportunities for data‑driven improvements.
• Lead, coach and develop the contact‑centre team, fostering a culture of growth and empowerment.

Required profile

• Proven experience in a senior leadership role overseeing multi‑site, preferably international, contact centres.
• Track record of delivering continuous improvement and operational excellence.
• Strong client‑management experience with a focus on SLA compliance.
• Ability to work closely with senior executives and influence strategic decisions.
• Excellent analytical mindset with a data‑driven approach to problem solving.

Required skills

• Leadership and people management.
• Strategic planning and execution.
• Process optimisation and continuous improvement.
• Client relationship management.
• Data analysis and reporting.

What we offer

• Competitive salary between £75,000 and £95,000 per year.
• Opportunity to lead a global operation with significant impact.
• Professional development and growth within a market‑leading organisation.