Customer Experience Operations, Delivery & Client Services Leaders

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TDS Global Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1991

💼 Consulting

🎯 Recruiter

🤝 B2B

Consulting • Recruitment • B2B

TDS Global Solutions is a global outsourcing and consulting firm (founded 1991) specializing in contact center and BPO solutions, executive recruitment, vendor management, M&A advisory, training, and management consulting for companies across industries. The firm connects clients with nearshore, offshore and domestic contact center partners, provides language and contact-center assessments, places senior executives, supports vendor selection and vendor management, and advises on contact-center M&A and operational improvements. TDS highlights: 750+ clients served, 1,000+ executive placements, 15M+ contact center agents tested, and operations across the Americas, Europe, Africa, and Asia-Pacific. Key services include call center outsourcing (inbound/outbound, email, chat, social media, technical support), back-office outsourcing (mortgage, dental billing, accounting), HR/BPO and recruitment services, process automation and AI consulting, and training/learning & development.

📋 Description

• Review candidate backgrounds against active and upcoming client searches across the Customer Experience outsourcing industry • Build long-term relationships with accomplished Customer Experience operations professionals • Identify and recruit operations, service delivery, client services, customer experience, contact center, shared services, operational excellence, and executive operations leaders • Proactively contact qualified professionals when opportunities align with their experience, leadership requirements, geographic preferences, and compensation expectations • Conduct introductory conversations about candidates' backgrounds, leadership accomplishments, and career interests • Retain candidate profiles for consideration as new confidential opportunities become available • Discuss aligned opportunities with candidates in greater detail • Support client engagements by identifying exceptional leaders who optimize performance, lead high-performing teams, and deliver outstanding customer experiences

🎯 Requirements

• Recent leadership experience working directly for a Customer Experience (CX), Contact Center, or Business Process Outsourcing (BPO) organization is preferred • Experience leading one or more of the following functions: Customer Care, Customer Support, Contact Center Operations, Service Delivery, Client Services, Customer Success, Back Office Operations, Workforce Management (WFM), Quality Assurance (QA), Training & Development, Operational Excellence, Digital Transformation, AI-Enabled Customer Experience, Business Process Outsourcing (BPO), or Shared Services • Experience leading large-scale customer operations, global delivery organizations, or complex outsourcing environments is highly valued • Experience or expertise in Operations Management, Contact Center Leadership, Client Services, Service Delivery, Customer Experience (CX), Workforce Management (WFM), Workforce Engagement Management (WEM), Quality Assurance (QA), Performance Management, Coaching & Development, Operational Excellence, Lean, Six Sigma, Process Improvement, Continuous Improvement, Change Management, Vendor Management, P&L Management, Global Delivery, Shared Services, or Client Relationship Management • Experience with CX and contact center technologies including CCaaS, Digital Transformation, AI, Automation, CRM, Salesforce, ServiceNow, Genesys, NICE CXone, Five9, Amazon Connect, Talkdesk, Verint, or Calabrio • Experience in relevant industry verticals including Healthcare, Banking, Financial Services (BFSI), Insurance, Retail, E-Commerce, Travel & Hospitality, Telecommunications, Technology, Utilities, Gaming, Government, or Manufacturing