Head of Contact Centre 3PL - East Location

Your new company A global organisation operating within the supply chain and logistics ecosystem is seeking an experienced Head of Contact Centre to take full ownership of a large-scale, client-facing operation. This is a senior leadership role with end-to-end accountability for operational performance, financial outcomes, and client partnerships. Your new role • Full P&L ownership for assigned business units, with direct and significant impact on financial performance and budget achievement • Act as the strategic and operational interface between the contact centre and customers, ensuring service delivery aligns with client strategies and priorities • Prepare and present business and project proposals, supporting contract negotiations and acquisition • Take ownership of critical escalations, driving resolution of urgent or high-impact operational issues • Establish, implement, and continuously improve work processes and SOPs, ensuring operational excellence and consistency • Drive a strong performance culture across a large, multi-layered contact centre organisation What you'll need to succeed • At least a Bachelor's degree in any discipline • At least 12 years' experience in contact centre operations, including leadership responsibility for large teams of 300+ agents • Proven ability to lead senior teams and manage multiple stakeholders and customers at different organisational levels • Strong communication skills, both written and verbal, with confidence in executive-level presentations • Excellent time management skills and the ability to perform in a fast-paced, high-pressure environment • Commercially astute with strong business judgement and customer focus. What you'll get in return • Opportunity to lead a mission-critical operation within a global environment • High level of autonomy and decision-making authority • Role with visible impact on operational performance and financial outcomes What you need to do now If you're keen on pursuing this exciting opportunity, please send a copy of your CV (word document) to [email protected] (Registration ID No. R1545727) EA Licence No.: 07C3924 Company's Registration number: 200609504D