Head of Operations & AI Optimisation
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Key skills for this role
About the Role
Miral Destinations is seeking a Head of Operations & AI Optimisation to lead contact centre operations and drive AI strategy, automation, and digital transformation.
Key Skills for This Role
Responsibilities
- Lead end to end contact centre operations, ensuring delivery of service level agreements (SLAs), customer satisfaction, and commercial targets
- Own the AI transformation roadmap for the contact centre, including conversational AI, agent assist, predictive insights, and automation
- Lead deployment, testing, optimisation, and scaling of AI solutions such as voice and chat bots, AI powered routing engines, agent assist/knowledge AI, workforce AI forecasting & scheduling tools, customer intent prediction models
- Lead, mentor, and develop teams including operations, quality, training, AI operations, and digital optimisation
- Ensure a seamless and consistent omnichannel experience across voice, chat, email, messaging apps, and social channels
- Use analytics and customer insights to proactively address pain points
- Establish governance around AI usage, data handling, and model explainability
- Generate and present detailed operational reports at an executive level standard
- Monitor service levels, customer satisfaction, and feedback to identify areas for improvement
- Prepare and present monthly performance reports to clients
Requirements
- Bachelor's degree and COPC CX Standard Certification or similar
- 5+ years of experience in contact center operations leadership
- Demonstrated experience leading large scale operations (in house or BPO)
- Strong understanding of AI/ML applications in customer service
- Proven track record in automation, digital transformation, or AI led operations
- Excellent stakeholder management and cross functional leadership skills
- Strong analytical mindset with data driven decision making
- Experience working with AI platforms (e.g., Microsoft Copilot, Google Dialogflow, AWS Connect, Genesys AI, LivePerson, etc.)
- Prior involvement in agent assist tools, NLP/NLU optimisation, conversational design, or automation squads
- Experience managing multi geography or multilingual operations
Full Job Posting
Role Overview
- The Head of Operations & AI Optimisation is responsible for leading the strategic and day to day performance of the contact centre, ensuring exceptional service delivery, operational efficiency, and continuous improvement across all customer touchpoints.
- This role combines traditional operations leadership with advanced responsibility for AI strategy, automation, and digital transformation.
- The role is to drive the evolution of a modern, technology enabled contact centre by integrating AI models, conversational automation, data driven decision making, and workforce augmentation tools to create scalable, high performance operations.
Leadership and Team Management
- Lead end to end contact centre operations, ensuring delivery of service level agreements (SLAs), customer satisfaction, and commercial targets.
- Oversee overall team performance and ensure adherence to KPIs.
- Provide coaching, feedback, and professional development opportunities consistently.
- Lead by example with emotional intelligence, empathy, balance, and strong decision making skills.
- Execute plans to continuously improve Concierge operations, focusing on enhancing people, processes, technology, and data capabilities.
- Ensure alignment of operations with the strategic objectives of destination partners, internal and external clients.
- Oversee the implementation of resource planning, workforce management, and operational forecasting within their team.
- Implement performance frameworks and KPIs to drive accountability and high standards.
- Partner with cross functional teams (Customer Experience, IT, Product, Commercial) to align operational improvements with business goals.
AI & Automation Strategy
- Own the AI transformation roadmap for the contact centre, including conversational AI, agent assist, predictive insights, and automation.
- Evaluate emerging AI technologies that enhance agent productivity, reduce cost to serve, and elevate customer experience.
- Lead deployment, testing, optimisation, and scaling of AI solutions such as: Voice and chat bots, AI powered routing engines, Agent assist / knowledge AI, Workforce AI forecasting & scheduling tools, Customer intent prediction models.
People Leadership
- Lead, mentor, and develop teams including operations, quality, training, AI operations, and digital optimisation.
- Champion a culture of innovation, customer centricity, and measurable outcomes.
- Create AI literacy and upskilling programmes for frontline staff and leaders.
Customer & Experience Focus
- Ensure a seamless and consistent omnichannel experience across voice, chat, email, messaging apps, and social channels.
- Reduce customer effort by simplifying processes and leveraging automation.
- Use analytics and customer insights to proactively address pain points.
- Ensure all operations and AI implementations meet regulatory, ethical, and privacy guidelines.
- Establish governance around AI usage, data handling, and model explainability.
Employee Experience
- Lead a team of junior managers, fostering a culture of coaching and development to ensure future leaders are equipped with the right skills to drive high performing teams while safeguarding employee satisfaction.
- Ensure employee satisfaction and engagement by fostering a supportive and inclusive work environment.
- Lead initiatives to improve training, development, and career progression opportunities for team members.
- Prioritize employee experience as a core focus alongside customer satisfaction.
Customer Experience Management
- Drive performance across key customer experience KPIs, with a primary focus on achieving high Customer Satisfaction Scores (CSAT).
- Oversee the design and delivery of seamless day to day operations that meet or exceed customer expectations across all engagement channels.
- Lead a proactive complaint management process, including a robust close the loop mechanism, to ensure continuous improvement in resolving customer concerns and reducing complaint drivers year on year.
- Ensure exceptional customer experience measures by a CSAT and quality audits across multiple channels including but not limited to calls, chats, emails, and social media platform.
- Ensure timely, accurate, and empathetic responses to customer queries and comments on social channels.
Reporting and Analytics
- Generate and present detailed operational reports at an executive level standard.
- Utilize data to drive decision making and strategic planning.
- Monitor service levels, customer satisfaction, and feedback to identify areas for improvement.
- Ensure clients receive their reports on time, with the correct information.
- Ensure monthly reports are ready, error free & thoroughly checked before meeting with clients.
- Ensure client KPI's are met & forecast in advance accordingly to avoid risks of missing any at the end of the month.
- Prepare and present monthly performance reports to clients.
- Monitor and analyze team KPIs weekly, including customer satisfaction (CSAT) and adherence rates.
- Address performance gaps and implement improvement initiatives across the department.
Education and Qualifications
- Bachelor's degree and COPC CX Standard Certification or similar.
- Proven track record of driving customer satisfaction, operational efficiency, and revenue growth in a high performance environment.
- 5+ years of experience in contact center operations leadership.
- Demonstrated experience leading large scale operations (in house or BPO).
- Strong understanding of AI/ML applications in customer service.
- Proven track record in automation, digital transformation, or AI led operations.
- Excellent stakeholder management and cross functional leadership skills.
- Strong analytical mindset with data driven decision making.
Knowledge, Languages and Skills
- Strategic Leadership: Ability to set vision and execute a growth focused strategy.
- Strong understanding of omni channel customer engagement and emerging technologies in customer service.
- Customer Centricity: Passion for delivering exceptional customer experiences.
- Operational Expertise: Skilled in optimizing processes and leveraging technology.
- People Management: Experience in leading large, diverse teams.
- Stakeholder Collaboration: Excellent interpersonal skills to manage relationships with internal and external partners.
- Analytical Thinking: Data driven decision making and problem solving abilities.
- Experience working with AI platforms (e.g., Microsoft Copilot, Google Dialogflow, AWS Connect, Genesys AI, LivePerson, etc.).
- Prior involvement in agent assist tools, NLP/NLU optimisation, conversational design, or automation squads.
- Experience managing multi geography or multilingual operations.
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