At Avis Budget Group, we don’t just move vehicles – we move people and businesses forward. We’re looking for an inspiring and strategic leader to join us as Head of Customer Value Center Operations, International, responsible for leading our large-scale customer support and sales operations.
As the driving force behind our operations, you’ll lead a team of 200+ talented individuals through a strong management structure and ensure exceptional customer experiences, operational excellence, and people engagement.
What You’ll Do
- Lead the operational strategy for a large, multicultural contact center of 200+ staff, overseeing managers, team leaders, and agents in 10+ languages.
- Drive consistent sales performance and deliver superior customer experience at every touchpoint, ensuring KPIs for revenue, customer satisfaction, quality, and efficiency are exceeded.
- Mentor, develop, and inspire a leadership team—coaching managers to empower their teams and promote a culture of excellence, ownership, and customer focus.
- Execute and continuously improve operational processes, leveraging data and workforce planning to deliver on staffing, service level agreements, and productivity targets.
- Foster a customer-obsessed environment, championing transformative initiatives that improve customer experience and loyalty.
- Develop and implement operational policies, performance standards, and action plans designed to maximize team performance and drive change.
- Serve as a visible role model for integrity and accountability, actively promoting company values and a positive team culture.
What We’re Looking For
We’re seeking a highly experienced and visionary operational leader with:
- 10+ years of progressive leadership experience in contact center or BPO operations, with at least 5 years managing large, multi-layered teams through managers and team leaders within an international and multilingual environment.
- A passion for delivering exceptional customer experiences and driving sales performance through people and processes.
- Experience in developing and executing operational strategy in alignment with global business objectives.
- Strong knowledge of contact center operations, workforce planning, and the metrics that drive customer and business success.
- A history of successfully implementing change management initiatives and transformation programs.
- The ability to inspire, engage, and develop high-performing teams while creating an environment of trust and accountability.
Skills and Abilities You Should Have
- Deep understanding of contact center and BPO industries, with experience in global operations supporting international markets.
- Demonstrated ability to deliver on sales and service objectives while managing cost and efficiency.
- Strong working knowledge of data analysis, operational metrics, and performance management frameworks.
- Exceptional leadership and communication skills, with the ability to influence at all levels of the organization.
- Experience in building operational policies, action plans, and process improvements to achieve long-term goals.
- 5+ years of senior management experience overseeing large, multi-level teams.
- Capacity for visionary thinking, with a passion for innovation and driving positive change.
If you’re passionate about sales, customer experience, and leading high-impact teams with integrity and ownership, we want to hear from you.
Barcelona Barcelona Spain
