ARE YOU THE ONE?
As our Lead Contact Centre Strategy & Operations Manager youll be responsible for helping to position Samsung as the UKs number one manufacturing partner across UK and overseas call centres.
Youll work with senior stakeholders and channel partners to shape and deliver long-term strategies that drive business growth, brand engagement, and customer consideration for 2026 and beyond.
In this role, youll be leading a high-performing team, collaborating across retail operations, training, and channel management to influence and inspire agents both onshore and offshore.
Ready to lead change and shape the future of contact centre operations? APPLY NOW!
WHAT YOULL BE UP TO
1. Be the voice of change across all channel partner Contact Centre sites ensuring alignment of key objectives
2. Own and maintain the Contact Centre roadmap holding key stakeholders accountable for delivering change across key channel partners
3. Contribute to and implement an effective strategy that drives clarity on how to improve Samsung UK (SEUK) KPIs each quarter
4. Vendor / agency management helping shape all planned activities and outputs as well as budget optimisation to ensure alignment with the Mobile Experience team (MX) budget
5. Lead and manage channel specific strategic initiatives to enhance Samsungs offering by account, with a focus on agent engagement and s...