Head of Contact Center

Mertens - MalamTeam is hiring a Head of Contact Center for a major government organization operating nationwide.

About the Role:

We are looking for an experienced leader to manage a national information and support center providing citizens with guidance on government and digital services. The position involves end-to-end management of multiple contact centers, oversight of outsourced service providers, and ensuring adherence to service and quality standards. The role also includes monitoring performance metrics, analyzing citizen inquiries, and driving initiatives to improve the overall digital service experience.

Key Responsibilities:

• Manage and supervise large-scale national service and support operations.
• Oversee and evaluate outsourced vendors, ensuring unified service standards.
• Analyze performance data, generate insights, and manage KPIs to drive operational excellence.
• Lead service innovation and enhance citizen experience across digital channels.
• Collaborate with cross-functional teams to implement process and technology improvements.

Requirements:

• Minimum 4 years of experience managing large-scale service or technology projects.
• Proven experience leading multi-site contact centers and vendor management.
• Hands-on experience with digital service platforms, CRM/BI systems, and performance optimization.
• Strong analytical skills with the ability to turn data into actionable insights.
• Exceptional leadership, communication, and digital transformation capabilities.