Contact Centre Operations jobs

Manager, Service Excellence & Quality

QS Quacquarelli Symonds · Posted Nov 12, 2026

Open

Bengaluru, Karnataka, India
Hybrid
Full-time · Manager

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Manager, Service Excellence & Quality

QS Quacquarelli Symonds · Posted Nov 12, 2026

Open

Bengaluru, Karnataka, India
Hybrid
Full-time · Manager

Apply with Referso

Manager, Service Excellence & Quality

QS Quacquarelli Symonds · Posted Nov 5, 2026

Open

Kuala Lumpur, Kuala Lumpur, Malaysia
Hybrid
Full-time · Manager

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The Manager, Service Excellence and Quality is responsible for ensuring that the Student Success AI-powered quality assessments, quality standards, communication channels, best-practice frameworks, and advisor enablement programmes operate effectively and consistently across the global Student Success operation.

Responsibilities

Ensure AI-powered quality assessment model operates effectively across all Student Success portals at all times
Create updated quality related benchmarks
Extract, review and analyse results, drawing insights and conclusions for internal leadership consumption
Increase transparency and visibility of quality outcomes to internal stakeholders through creation and delivery of reports
Enable Team Leader’s to review and conduct follow up with advisor’s and account team’s for broad scale issues

Requirements

Nice to have: Process auditing
Nice to have: Root-cause analysis
Nice to have: Training design and delivery
Nice to have: Stakeholder management

Skills

AI Quality Operations & Governance Quality Assurance Service Excellence Student Success

Vice President of Operations

Northern911 · Posted Nov 9, 2026

Open

Sudbury, Ontario, Canada
On-site
Full-time · Vp
CA$175K–CA$215K per year
5–10 years

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Lead 24/7 operations across 9-1-1 call handling, monitoring, and customer support, driving operational excellence, financial performance, and an exceptional employee experience while leading a team of about 150 public safety telecommunicators, monitoring agents, and customer support specialists.

Compensation

Base salary range of $175,000 – $215,000 CAD, plus a comprehensive benefits package and pension plan

Responsibilities

Lead 24/7 operations across 9-1-1 call handling, monitoring, and customer support
Set quarterly plans with measurable outcomes and maintain the operational scorecard with meaningful KPIs
Unite service lines through integration and continuous improvement, building efficient, scalable operating models
Lead operational expansion, opening and integrating new centres and building cross-border teams
Build the operating budget and staffing plan with Finance and People & Culture

Requirements

Nice to have: Complex service-oriented operations
Nice to have: PSAP experience
Nice to have: Scaling operations across borders
Nice to have: International market expansion
Nice to have: Employee wellness program building

Skills

24/7 operations leadership Emergency communications

Senior Scheduling Analyst - Maternity Cover (12 Month)

loveholidays · Posted Nov 11, 2026

Open

London, England, United Kingdom
Senior

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Senior Scheduling Analyst responsible for creating, validating and publishing accurate workforce schedules for contact centre operations, coordinating with BPO partners and internal stakeholders to optimise staffing and service levels.

Responsibilities

Build, validate and publish schedules on time using demand forecasts and staffing requirements
Coordinate BPO schedule delivery and shared work across sites and vendors
Partner with Training, Quality and Operations to schedule coaching and learning activities
Manage leave allocation and tracking within agreed limits
Amend task allocations within schedules in response to incidents and issues

Skills

contact centre operations WFM platform configuration Calabrio interval-level demand staffing service levels shrinkage occupancy multi-skilled coverage

Customer Service Lead Representitive - Cigna Healthcare

The Cigna Group · Posted Nov 11, 2026

Open

Riyadh, Riyadh, Saudi Arabia
3–5 years

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Lead operational and technical escalation point for complex customer service cases in a healthcare insurance contact centre.

Compensation

Competitive salary aligned with market benchmarks.

Responsibilities

Investigate and resolve complex customer enquiries, complaints, appeals, and escalated service issues across calls, emails, and written correspondence.
Act as the primary operational and technical escalation point for cases requiring advanced research, coordination, policy interpretation, or procedural guidance.
Interpret policy provisions, benefits, procedures, and operational requirements to determine appropriate solutions and escalation pathways.
Maintain end-to-end ownership of escalated cases, ensuring timely resolution, accurate documentation, proactive follow-up, and clear customer communication.
Support service recovery activities by managing customer expectations, coordinating corrective actions, and ensuring customer concerns are effectively addressed.

Requirements

Diploma or Bachelor's degree, preferably in Business Administration, Healthcare Administration, Customer Service Management, or a related discipline.
Nice to have: knowledge of healthcare insurance operations
Nice to have: medical terminology
Nice to have: healthcare service delivery models
Nice to have: onboarding support

Director - Voice/ Training

Sagility · Posted Jan 7, 2026

Open

Bangalore, Karnataka, India
Full-time · Director
10+ years

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The Director - Training (Contact Center Operations) will be a strategic leader responsible for developing, implementing, and overseeing all training initiatives for our dynamic and growing contact centre.

Responsibilities

Develop, implement, and refine the comprehensive training strategy for all aspects of contact centre operations, aligning with overall business goals.
Lead, mentor, coach, and manage a team of trainers, instructional designers, and training coordinators, fostering a high-performance culture.
Establish and monitor key training metrics and KPIs (e.g., Kirkpatrick levels, CSAT, FCR, AHT improvements, sales conversion, compliance adherence, nesting success rates) to measure effectiveness and ROI.
Spearhead the design and development of engaging and effective training programs, including new hire onboarding, product/service training, process and systems training, soft skills development, sales techniques, leadership training for team leads, and recurrent/refresher training.
Ensure all training content and methodologies adhere to adult learning principles and incorporate a variety of learning techniques (ILT, VILT, e-learning, blended learning, simulations, on-the-job training, gamification).

Requirements

Bachelor’s degree
Nice to have: CPLP certification
Nice to have: CPTM certification
Nice to have: ATD certifications
Nice to have: COPC Registered Coordinator

Manager, Service Excellence & Quality

Manager, Service Excellence & Quality

Responsibilities

Requirements

Skills

Benefits

Manager, Service Excellence & Quality

Responsibilities

Requirements

Skills

Vice President of Operations

Compensation

Responsibilities

Requirements

Skills

Senior Scheduling Analyst - Maternity Cover (12 Month)

Responsibilities

Skills

Customer Service Lead Representitive - Cigna Healthcare

Compensation

Responsibilities

Requirements

Director - Voice/ Training

Responsibilities

Requirements

Benefits

Benefits

Benefits

Skills

Benefits

Skills