Head of Customer Relations Department

As the Head of Customer Relations Department, you will lead the strategic direction, transformation, and operational efficiency of Kyivstar’s customer service channels. Managing a large-scale Contact Center operation, you will drive customer experience improvements through innovation, automation, and data-driven decision-making. Your leadership will ensure high levels of customer satisfaction, revenue generation through service channels, and an optimized cost structure.

KEY RESPONSIBILITIES

Strategic Leadership & Customer Experience Management

·       Develop and implement Customer Service strategies aligned with Kyivstar’s business objectives

·       Drive digital transformation across customer service operations, increasing digital interactions and optimizing customer touchpoints

·       Establish and monitor key performance indicators (KPIs) for customer satisfaction, first-call resolution (FCR), net promoter score (NPS), and operational efficiency

·       Ensure an exceptional customer experience across all communication channels, including calls, live chat, social media, email, and self-service platforms

·       Analyze customer behavior and trends to refine service strategies continuously

Technology & Innovation in Customer Service

·       Lead the transition from traditional IVR to AI-based conversational interfaces

·       Enhance AI-driven automation solutions, including chatbots and virtual assistants, to optimize customer support processes

·       Lead the development of a Digital Conversational Platform (DCP) that unifies omnichannel customer interactions

·       Supervise the development and maintenance of the CC operational platforms: VoIP, Chats, WFM, CRM tools, predictive and progressive outbound dialers, and third-party integrations

·       Oversee the enhancement of agent interfaces through continuous development and refinement, ensuring an intuitive, efficient, and seamless user experience

Operational Excellence & Cost Optimization

·       Manage a hybrid team (on-site, remote) of 700+ employees, ensuring efficient workflows, resource allocation, and continuous training

·       Optimize workforce management through real-time planning, demand forecasting, and scheduling.

·       Implement outsourcing and distributed workplace strategies to maintain operational efficiency in dynamic environments

·       Improve cost-effectiveness by leveraging automation, process optimization, and intelligent routing of customer interactions

Revenue Generation & Sales Growth

·       Continue the development and enhancement of Customer Service as a revenue-generating unit by further integrating sales within service interactions and optimizing revenue opportunities

·       Implement advanced customer segmentation and scoring models to drive personalized offers and increase sales conversion rates

·       Lead retention programs and proactive customer engagement strategies to maximize customer lifetime value (CLV)

Leadership & Team Development

·       Foster a high-performance customer service culture, driving innovation and excellence in customer engagement

·       Develop and mentor leadership within the Customer Focused organization, ensuring strong succession planning and knowledge retention

·       Encourage collaboration between Customer Service, Marketing, Digital, IT, and other business units to enhance cross-functional efficiency

QUALIFICATIONS & EXPERIENCE

Required:

·       5+ years of experience in customer service leadership, with a proven track record in digital transformation and service optimization

·       Experience managing large-scale contact centers (500+ agents), including outsourced operations and distributed workplace models

·       Strong expertise in AI-driven automation, chatbot development, and omnichannel customer experience management

·       Demonstrated ability to lead technology-driven service enhancements (CRM, WebRTC, WFM, predictive analytics, etc.)

·       Strategic mindset with experience in optimizing service-to-sales operations

·       Exceptional leadership, communication, and stakeholder management skills

·       Fluency in Ukrainian and English

Preferred:

·       Experience in telecommunications or technology-driven industries

·       Understanding of customer data analytics, Customer Value Management (CVM) and personalization strategies

Familiarity with AI-based conversational platforms, speech analytics, and advanced IVR solutions