Head of Call Center

Position Overview

A well-established nationwide service organisation is seeking an experienced
Head of Call Center
to oversee its emergency support and technical assistance operations. The Call Center manages high-urgency inbound requests and coordinates field resources to provide immediate help to customers in distress.

This role requires a strong operational leader who can manage a multi-shift environment, optimise workflows, ensure rapid response times, and uphold a high standard of service quality.

Key Responsibilities

1. Lead the daily operation of a 24/7 Call Center handling emergency requests, incident reporting, and technical assistance coordination.
2. Oversee real-time dispatching of field technicians and service vehicles nationwide.
3. Ensure adherence to strict service-level expectations, including response speed, accuracy, and call quality.
4. Maintain smooth operational continuity through workforce planning, shift scheduling, and performance monitoring.
5. Manage, coach, and develop call center agents, dispatchers, and team leaders across multiple shifts.
6. Conduct regular training to reinforce communication standards, crisis handling, and procedural consistency.
7. Foster a supportive, calm, and performance-driven team culture.
8. Ensure all incoming requests are assessed quickly and accurately.
9. Oversee escalation handling for complex or sensitive cases.
10. Implement and monitor quality assurance processes, including call monitoring and feedback loops.
11. Ensure empathetic, efficient, and solution-oriented customer interactions.
12. Develop, implement, and refine call handling protocols, dispatch procedures, and emergency workflows.
13. Monitor KPIs and operational dashboards to identify improvement opportunities.
14. Ensure compliance with internal standards, legal requirements, and GDPR.
15. Manage cooperation with external partners and contracted service providers.
16. Work closely with internal departments such as operations, technical teams, service partners, and customer administration.
17. Coordinate communication during high-volume periods, severe weather situations, and operational incidents.

Requirements

1. 5–10+ years of experience in call center leadership, dispatch management, emergency response coordination, or similar high-urgency service environments.
2. Demonstrated success managing 24/7 or multi-shift operations.
3. Background in technical assistance, logistics dispatch, insurance assistance, field service coordination, or other time-critical service sectors is preferred.
4. Strong leadership skills with proven ability to manage teams under pressure.
5. Excellent communication and conflict-resolution abilities.
6. High stress tolerance and a calm, structured approach during emergencies.
7. Analytical thinking with ability to evaluate KPIs and introduce process improvements.
8. Confident decision-maker with a hands-on mindset.
9. Familiarity with call center platforms, dispatch systems, and workforce management tools.
10. Comfortable interpreting technical issues and translating them into operational actions (advantageous but not mandatory).

What We Offer

1. A senior leadership position within a reputable nationwide service organisation.
2. Opportunity to shape and scale a mission-critical 24/7 operation.
3. Competitive compensation package.
4. A role with real impact — supporting people in urgent situations every day.