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The VP, Head of Call Center provides strategic and operational leadership across all internal and outsourced consumer-facing (B2C) and enterprise (B2B) contact center operations. Reporting directly to the Head of Customer Experience, this role establishes a unified contact center strategy, enforces COPC quality standards, and manages vital vendor partnerships. You will champion operational excellence to drive efficiency, foster high-performing service teams, improve customer satisfaction and ultimately deliver exceptional customer delight. 

• Strategic Leadership: Define and execute the long-term vision and roadmap for all internal and outsourced contact center operations, aligning with broader company goals and the Customer Experience strategy.
• Operational Excellence: Oversee day-to-day contact center performance across both B2C and B2B channels, continuously optimizing workflows, service levels, and key performance indicators (KPIs).
• Vendor & Outsourcing Management: Manage strategic relationships with external outsourced partners to ensure performance accountability, service-level agreement (SLA) compliance, and cost-effectiveness.
• Quality & Standards Enforcement: Implement and uphold rigorous quality assurance frameworks, specifically enforcing COPC (Customer Operations Performance Center) standards to deliver best in class service delivery.
• Team & Culture Building: Mentor, develop, and inspire a high-performing organization of internal leaders and front-line service teams, fostering an environment of engagement, continuous learning, and customer-first culture.
• Cross-Functional Collaboration: Partner closely with product, sales, IT, and CX teams to streamline customer journeys, resolve escalated issues, and feed customer insights back into the broader business.
• Executive Reporting: Deliver timely, data-driven performance dashboards and operational insights to senior leadership.

• 10+ years of progressive leadership experience managing large-scale, multi-channel contact centers, with a strong mix of internal and outsourced (BPO) operations
• Good communication and presentation skills with proficiency in English language

Experience

• Market Expertise: Proven track record managing both B2C and B2B customer service environments at an enterprise level.
• Standards & Methodologies: Deep, hands-on expertise with COPC standards or equivalent rigorous contact center performance frameworks.
• Leadership Skills: Exceptional executive presence with demonstrated success in building, scaling, and mentoring high-performing leadership teams.
• Data-Driven Mindset: Strong analytical capabilities with a talent for translating operational metrics and data insights into actionable strategies.
• Education: Bachelor’s degree in business administration, Operations Management, or a related field (Master’s / MBA preferred).
• Communication & Mobility: Fluency in professional English (written and verbal); willingness to travel independently as required