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Contact Center Head / Service Delivery Manager

Location: Baku, Azerbaijan

Employment Type: Full-time

We are seeking an experienced Contact Center Head / Service Delivery Manager to lead end-to-end contact center operations and drive service excellence across customer support functions. The ideal candidate will have a strong background in customer operations, service delivery, workforce management, and team leadership.

Key Responsibilities

• Lead inbound and outbound contact center operations.
• Ensure achievement of service delivery KPIs and customer experience targets.
• Monitor and improve operational metrics including Service Level, AHT, FCR, CSAT, and NPS.
• Manage Team Leaders, Supervisors, Trainers, Quality Assurance, and Workforce Management teams.
• Drive continuous improvement initiatives to enhance productivity, quality, and operational efficiency.
• Handle customer escalations and implement solutions to improve the customer journey.
• Establish and maintain SOPs, quality standards, and compliance processes.
• Oversee workforce planning, forecasting, staffing, and scheduling activities.
• Analyze operational performance and present insights and recommendations to leadership.
• Collaborate with cross-functional teams to improve systems, processes, and customer experience.
• Support the implementation and adoption of CRM platforms, ticketing systems, AI/chatbots, and omnichannel support tools.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.
• 10+ years of experience in contact center operations, customer service, or service delivery management.
• Proven experience leading large operational teams and managing service performance.
• Strong knowledge of contact center KPIs, workforce planning, quality management, and customer experience.
• Excellent leadership, communication, analytical, and stakeholder management skills.

Language Requirements

• Azeri – C1 (Advanced/Fluent)
• Russian – B1/B2 (Intermediate)
• English – B1/B2 (Intermediate)

Candidates with experience in BPO, telecommunications, banking, financial services, e-commerce, or large-scale customer support environments are highly encouraged to apply.