Senior Director of Operations (Bengaluru)

Senior Director of Operations (Bengaluru)

19 Sep
|
Sagility
|
Bengaluru

19 Sep

Sagility

Bengaluru

Role: Senior Director - Contact Centre Operations ( BPO /BPM )
Location: Bengaluru – AMR Tech Park
Work Mode: WFO
Shift: US Shift
Employment Type: Full time
Reporting To: AVP / VP – Operations
Industry: BFSI, Telecom ,US Healthcare, Retail

About the Role
We are looking for an experienced Senior Director – Contact Centre Operations to lead and scale US Geo international Voice Operations across large and complex Contact Centre programs.
This is a strategic leadership role for a seasoned Contact Centre leader with strong experience managing Inbound & Outbound Voice operations, client relationships, operational excellence, transformation and large delivery teams.The role will also play a key part in building and driving a Contact Centre Centre of Excellence (CoE), strengthening operational governance, improving customer experience and developing future leaders.
US Healthcare – Membership / Provider Contact Centre experience is preferred, but not mandatory.
Key Responsibilities
Business & Operations Leadership




- Provide end-to-end leadership for US Geo international Inbound & Outbound Voice operations.
- Manage large and complex delivery teams and ensure achievement of SLA, productivity, quality, CSAT/NPS and business targets.
- Drive operational strategy, performance governance, capacity planning and continuous improvement.
- Lead from the front as the business/program SME and operational thought leader.

Client & Stakeholder Management
- Own senior-level client relationships, governance and business reviews.
- Manage escalations and translate client requirements into effective operational strategies.
- Identify opportunities for value creation, service enhancement and business growth.

Transformation & Centre of Excellence
- Drive the development and implementation of a Contact Centre Centre of Excellence.
- Identify and implement initiatives across process improvement, automation, analytics, productivity and customer experience.
- Establish and scale best practices a

📌 Senior Director of Operations (Bengaluru)
🏢 Sagility
📍 Bengaluru

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