Head of Operations & AI Optimisation

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 opportunities consistently.
• Lead by example with emotional intelligence, empathy, balance, and strong decision‑making skills.
• Execute plans to continuously improve Concierge operations, focusing on enhancing people, processes, technology, and data capabilities.
• Ensure alignment of operations with the strategic objectives of destination partners, internal and external clients.
• Oversee the implementation of resource planning, workforce management, and operational forecasting within their team.
• Implement performance frameworks and KPIs to drive accountability and high standards.
• Partner with cross‑functional teams (Customer Experience, IT, Product, Commercial) to align operational improvements with business goals.

• Own the AI transformation roadmap for the contact centre, including conversational AI, agent assist, predictive insights, and automation.
• Evaluate emerging AI technologies that enhance agent productivity, reduce cost‑to‑serve, and elevate customer experience.
• Lead deployment, testing, optimisation, and scaling of AI solutions such as:
• Voice and chat bots
• AI powered routing engines
• Agent assist / knowledge AI
• Workforce AI forecasting & scheduling tools
• Customer intent prediction models

• Lead, mentor, and develop teams including operations, quality, training, AI operations, and digital optimisation.
• Champion a culture of innovation, customer‑centricity, and measurable outcomes.
• Create AI literacy and upskilling programmes for frontline staff and leaders.

• Ensure a seamless and consistent omnichannel experience across voice, chat, email, messaging apps, and social channels.
• Reduce customer effort by simplifying processes and leveraging automation.
• Use analytics and customer insights to proactively address pain points.
• Ensure all operations and AI implementations meet regulatory, ethical, and privacy guidelines.
• Establish governance around AI usage, data handling, and model explainability.

• Lead a team of junior managers, fostering a culture of coaching and development to ensure future leaders are equipped with the right skills to drive high performing teams while safeguarding employee satisfaction.
• Ensure employee satisfaction and engagement by fostering a supportive and inclusive work environment.
• Lead initiatives to improve training, development, and career progression opportunities for team members.
• Prioritize employee experience as a core focus alongside customer satisfaction.

• Drive performance across key customer experience KPIs, with a primary focus on achieving high Customer Satisfaction Scores (CSAT).
• Oversee the design and delivery of seamless day‑to‑day operations that meet or exceed customer expectations across all engagement channels.
• Lead a proactive complaint management process, including a robust close‑the‑loop mechanism, to ensure continuous improvement in resolving customer concerns and reducing complaint drivers year‑on‑year.
• Ensure exceptional customer experience measures through CSAT and quality audits across multiple channels including but not limited to calls, chats, emails, and social media platform.
• Ensure timely, accurate, and empathetic responses to customer queries…