Head of Contact Center Operations
About the role
The Head of Contact Center Operations at Intervest will be responsible for leading and managing the operational performance of Customer Service, New Business, and Renewals teams across multiple channels. This role involves overseeing Operations Managers, ensuring KPI delivery, driving sales and commercial performance, and maintaining high standards of customer service and compliance. The position requires significant senior leadership experience in contact center or BPO environments, with a proven track record in managing omnichannel operations, workforce planning, and client relationships. Intervest is a growing global delivery hub in Colombo, Sri Lanka, serving as the exclusive technology and services provider for the Staysure Group and its affiliated brands.
Must have
- Previous Contact Center Management Experience Is Mandatory
- Significant senior leadership experience in a contact centre, customer operations or BPO environment, including accountability for multiple teams and managers.
- Proven experience leading omnichannel Customer Service and sales operations, ideally covering both New Business and Renewals or another regulated, target-driven environment.
- Demonstrable record of delivering KPIs through structured performance management, coaching, root-cause analysis and disciplined operating rhythms.
- Strong knowledge of workforce and capacity management, including forecasting, scheduling, shrinkage, hours delivery, staffing plans and intraday management.
- Practical understanding of commercial and contractual delivery in a contact-centre or outsourced-services setting, including SLAs, statements of work, productive hours and change control.
- Experience managing a client or partner relationship, presenting performance clearly and building confidence with senior stakeholders.
- Experience of leading sales performance through coaching, incentives, recognition and customer-focused commercial behaviours.
- Excellent written and spoken English, with the ability to communicate clearly with Sri Lankan colleagues and UK-based stakeholders.
Nice to have
- Experience in insurance, financial services or another regulated environment is desirable; knowledge of FCA expectations and Consumer Duty would be an advantage.
- A relevant degree or professional qualification is desirable but practical leadership experience and evidence of delivery are more important.
Highlights
The role is based in Colombo, Sri Lanka. Experience in insurance, financial services, or other regulated environments is desirable. Excellent English communication skills are required. A relevant degree or professional qualification is desirable but not essential if practical leadership experience is demonstrated.
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