Head of Customer Value Center Operations, International

• Lead the operational strategy for a large, multicultural contact center of 200+ staff, overseeing managers, team leaders, and agents in 10+ languages.
• Drive consistent sales performance and deliver superior customer experience at every touchpoint, ensuring KPIs for revenue, customer satisfaction, quality, and efficiency are exceeded.
• Mentor, develop, and inspire a leadership team—coaching managers to empower their teams and promote a culture of excellence, ownership, and customer focus.
• Execute and continuously improve operational processes, leveraging data and workforce planning to deliver on staffing, service level agreements, and productivity targets.
• Foster a customer-obsessed environment, championing transformative initiatives that improve customer experience and loyalty.
• Develop and implement operational policies, performance standards, and action plans designed to maximize team performance and drive change.
• Serve as a visible role model for integrity and accountability, actively promoting company values and a positive team culture.

• 10+ years of progressive leadership experience in contact center or BPO operations, with at least 5 years managing large, multi-layered teams through managers and team leaders within an international and multilingual environment.
• A passion for delivering exceptional customer experiences and driving sales performance through people and processes.
• Experience in developing and executing operational strategy in alignment with global business objectives.
• Strong knowledge of contact center operations, workforce planning, and the metrics that drive customer and business success.
• A history of successfully implementing change management initiatives and transformation programs.
• The ability to inspire, engage, and develop high-performing teams while creating an environment of trust and accountability.

• Deep understanding of contact center and BPO industries, with experience in global operations supporting international markets.
• Demonstrated ability to deliver on sales and service objectives while managing cost and efficiency.
• Strong working knowledge of data analysis, operational metrics, and performance management frameworks.
• Exceptional leadership and communication skills, with the ability to influence at all levels of the organization.
• Experience in building operational policies, action plans, and process improvements to achieve long-term goals.
• 5+ years of senior management experience overseeing large, multi-level teams.
• Capacity for visionary thinking, with a passion for innovation and driving positive change.

Avis Budget Group