The Head of Operations & AI Optimisation is responsible for leading the strategic and day to day performance of the contact centre, ensuring exceptional service delivery, operational efficiency, and continuous improvement across all customer touchpoints.

This role combines traditional operations leadership with advanced responsibility for AI strategy, automation, and digital transformation. The role is to drive the evolution of a modern, technology enabled contact centre by integrating AI models, conversational automation, data driven decision-making, and workforce augmentation tools to create scalable, high-performance operations.

• Lead end-to-end contact centre operations, ensuring delivery of service level agreements (SLAs), customer satisfaction, and commercial targets.
• Oversee overall team performance and ensure adherence to KPIs.
• Provide coaching, feedback, and professional development opportunitie...