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 belinder.kaur@hays.com.sg (Registration ID No. R1545727)
EA Licence No.: 07C3924
Company's Registration number: 200609504D