EMEA Head of Call Center Operations

Wheely is a Swiss-founded British luxury services company. We lean into both cultural identities: Swiss privacy and British prestige hospitality. Our product combines highly-trained chauffeurs, fine in-car experiences, and instant journey availability via a well-designed app. Over the next 5-10 years we plan to build out and offer a full portfolio of luxury personal services, allowing clients to protect their time beyond just chauffeuring.  We are entering the world’s megacities one at a time—having started with London, Paris, Moscow, and Dubai. We are a Series B scale-up, and have raised $28 million to date.

Wheely Customer Service is a 24-hour, multilingual call centre whose main goal is to ensure that the highest levels of customer service are delivered to both our customers and partners at all times via multiple communication channels. We aim to provide a luxurious standard of service by focusing on a concierge-style approach through timely problem-solving, consistently exceeding expectations. Our 30+ people team currently handles over 1,000 enquiries a day.

Job Summary

We are seeking a highly motivated and experienced Head of Call Center Operations to join our team in Dubai. The successful candidate will be responsible for setting up new call centres in EMEA as we grow, and standardising processes to ensure a high level of customer satisfaction and efficient operations.

Responsibilities

In this role, you will ensure operational efficiency in creating, developing and driving the Customer Support team. This is a global business leadership team assignment, so your range of authority and scope of control will be significant; as a support leader, you will develop new ideas, relentlessly push service standards to the next level and implement growth plans.

We are looking for a Customer Service leader with a passion for innovation and a knack for problem-solving, along with the ability to thrive in ambiguity while creating world-class customer experiences. The role requires a creative, big-picture individual who is excited to be accountable not only for their team’s SLAs and CSAT records but also for the performance of the business overall.

The Head of Customer Service, will be responsible for shaping the Customer Service function in EMEA and defining hiring needs, while also setting the future strategy for the department. You will be comfortable leading by example and establishing a fun, inclusive, and safe work environment.

• Set up and manage out Customer Support centre in Dubai, followed by more new call centres in the EMEA, including staffing, departmental training, and systems implementation.
• Ensure that all call centre processes are consistent and compliant with company policies and industry regulations.
• Monitor call centre performance, including call volume, average call handling time, and customer satisfaction levels.
• Develop and implement performance metrics to track progress and identify areas for improvement.
• Collaborate with cross-functional teams, including IT, HR, and sales, to ensure seamless operations.

Skills & Experience

You will have experience in delivering world-class and market-leading quality services at scale. You have a minimum of 3 years of proven success in a demanding leadership role; shaping diverse teams, developing procedures, optimising systems, and achieving benchmark operational goals. You exhibit a strong operational mindset. You show leadership by example. You can motivate, inspire and create an inclusive, positive and supportive work environment.

You are a Builder – At Wheely, we build scalable solutions. We invest in long-term solutions; innovating within our segment and seeking ingenious solutions to complex problems. We build solutions that earn customer trust and that will endure. You will have experience of product ownership throughout their lifecycle and be able to evidence transformational impact through successful delivery.

You are able to communicate and listen effectively; great written and verbal skills. You share information and structure clear recommendations to central operations, business, product and engineering teams. You will also communicate with radical candour; comfortable speaking truth to power. You provide constructive feedback; you seek, synthesize and act on feedback yourself.

Finally, you’re a culture carrier: you create a fun, inclusive, and safe workplace. You are able to demonstrate consistent, strong alignment with our mission and what we do.

Requirements

• Bachelor's degree (or equivalent) in Business Administration, Operations Management, Hotel Management or a related field.
• 3+ years of experience in a leadership role in call centre operations management, with a proven track record of success in driving quality customer support services in high volume / high variation segments.
• Experience working in (with) and understanding of the the luxury service industry is a must
• Proficiency with call center technology and metrics, (Maestro, Aircall, Intercom a plus)
• Knowledge of the EMEA region, experience managing an English-speaking customer support service
• Evidence in setting up/ opening a call centre or related support department (pre-opening hotel experience as an example)
• Strong leadership skills, with the ability to motivate and lead a large team (25+).
• Excellent organizational and project management skills, with the ability to manage multiple priorities and meet tight deadlines.
• Strong communication and interpersonal skills, with the ability to interact effectively with customers, employees, and senior management.

Benefits

• Highly competitive compensation package
• The Wheely culture is one of equity for all, which means that you will be more than just an employee. You will be a co-owner
• Private health, life and critical illness insurance
• Professional development allowance
• Monthly lunch allowance
• Top notch equipment
• Monthly credit for journeys with Wheely