Section Head, Enterprise Customer Care

Job Summary

The Enterprise Contact Centre Lead will build, launch and lead U Mobile's enterprise contact centre across inbound voice, chat and other customer channels.

You will establish the operating model, customer journeys, service standards, workforce approach and AI-supported capabilities from the ground up. Once operational, you will lead service performance, customer experience, team development and continuous improvement to build a scalable, high-performing contact centre.

The Day-to-Day Activities

• Develop and deliver the enterprise contact centre operating model and service strategy.
• Design customer journeys, channel setup, queue structure, routing, escalation procedures and service standards.
• Translate business requirements into operational and technology specifications for the Contact Centre Enablement and AI & Systems teams.
• Lead implementation, operational readiness, process documentation, training and stabilisation after launch.
• Establish workforce planning, forecasting, rostering, staffing and capacity-management approaches.
• Define and monitor key performance indicators, including service level, response time, abandonment rate, resolution, quality, productivity and customer satisfaction.
• Manage day-to-day, real-time operations and take timely action when performance falls below target.
• Lead permanent employees, contract agents and outsourced partners across recruitment, development, performance management and engagement.
• Drive the adoption of AI agent support tools, intelligent routing, automation and AI-supported quality monitoring.
• Establish governance, risk management, business continuity and vendor-performance frameworks.
• Lead improvement initiatives that strengthen customer experience, productivity, service quality and cost efficiency.
• Provide senior management with regular performance updates, risk assessments and strategic recommendations.

About You

• Bachelor's degree in Business, Operations, Customer Experience, Telecommunications or a related discipline.
• More than 8 years in contact centre operations, customer operations or service delivery, including at least 4 years in a management, transformation or contact centre implementation role.
• A proven record of establishing, transforming or significantly redesigning a contact centre operation.
• Strong knowledge of queue design, routing, workforce management, forecasting and real-time operations.
• Familiarity with contact centre platforms such as Genesys, Talkdesk, Five9, Sprinklr, Amazon Connect or similar platforms.
• Understanding of AI-supported contact centre solutions, including agent support tools, chatbots, intelligent routing and automated quality monitoring.
• Able to manage permanent employees, contract agents, vendors and outsourced service providers.
• Telecommunications or enterprise B2B contact centre experience is strongly preferred.
• Strong strategic thinking, stakeholder management, data analysis, decision-making and people leadership skills.
• Able to build and lead an operation in a new or evolving environment.

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