After Hours Global Contact Centre Lead

Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe!

Ball is thrilled to receive Newsweek's 2023 Top 100 Global Most Loved Workplace award! As a sustainable product leader, we have over 16,000 global team members. From endlessly recyclable aluminum cans, and cups, to aerosol bottles, our goal is to contribute to a better community, society, and world.

Position overview:

As the After Hours Contact Centre Global Lead, you are a key member of the C2C organisation, leading a global team based in Belgrade and Querétaro.

You will contribute to the success of Ball by ensuring the efficient, high-quality, and timely handling of after-hours queries in distribution and logistics, supporting both internal and external customers.

This role will build and manage a high-performing global team, develop standardised processes, and deliver a customer-centric service that consistently meets performance expectations and enhances the overall customer experience.

Your key responsibilities include:

• Leading and developing a global After Hours Contact Centre team across Belgrade and Querétaro, ensuring seamless, around-the-clock support
• Designing and implementing team structure, department policies, and processes to support future growth and service scalability
• Managing daily operations including scheduling, resource allocation, and weekend coverage to ensure SLA compliance
• Handling escalations from internal and external stakeholders, driving timely and effective resolution
• Overseeing order fulfilment and logistics-related issue management in collaboration with production control and regional management teams
• Ensuring data accuracy, KPI tracking, and performance reporting to maintain high service quality and process integrity
• Building strong partnerships with cross-functional teams to identify and implement process improvements
• Recruiting, training, and developing team members to ensure service excellence and professional growth
• Driving continuous improvement and customer satisfaction through a “right first time”, customer-centric mindset
• Reporting on overtime, working hours, and operational performance for both global teams

What are we looking for?

• Bachelor’s degree in Business, Finance, or a related discipline (advanced degree preferred)
• Lean Six Sigma qualification is a plus
• 5+ years of experience in Order Management or Customer Service support, including 3–5 years in people leadership
• Proven track record in process re-engineering and standardisation across global teams
• Strong communication and collaboration skills, with experience working across functions and countries
• Ability to thrive in a fast-paced, change-driven environment — agile, flexible, and solutions-oriented
• Proficiency in English (written and spoken); additional languages are an advantage
• Strong analytical mindset with a focus on performance metrics and customer satisfaction

Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation. When you join Ball you belong to a team of over 16,000 members worldwide. Our products range from infinitely recyclable aluminium cans, cups to aerosol bottles solutions that enable our customers to contribute to a better world.

Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.

Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.
 

No agencies please.