Role: Senior Director - Contact Centre Operations ( BPO /BPM )Location:

Bengaluru – AMR Tech ParkWork Mode:

WFOShift:

US ShiftEmployment Type:

Full-TimeReporting To:

AVP / VP – OperationsIndustry:

BFSI, Telecom ,US Healthcare, Retail

About the RoleWe 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 ResponsibilitiesBusiness & Operations LeadershipProvide 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 ManagementOwn 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 ExcellenceDrive 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 across Contact Centre operations.People & LeadershipLead, mentor and develop a strong operational leadership team.Drive employee engagement, retention, succession planning and leadership development.Build a high-performance culture focused on accountability, customer obsession and continuous improvement.Governance & Business ExcellenceDrive operational governance, quality, compliance and audit standards.Partner with WFM, Quality, Training and support functions to optimize delivery.Prepare and review operational dashboards, performance trends and improvement plans.Demonstrate strong understanding of

revenue, cost and P&L; drivers .What We Are Looking For18–22+ years

of overall Contact Centre / BPO / BPM experience.10+ years of leadership experience

managing large-scale Contact Centre operations.Mandatory experience managing

US Geo / international voice campaigns .Strong experience across

Inbound & Outbound / Blended Voice Operations .Experience managing large, complex delivery teams.Strong client-facing and senior stakeholder-management capability.Proven track record in

operational transformation, process improvement and business excellence .Strong understanding of Contact Centre metrics, SLA, WFM, Quality, CSAT/NPS and productivity.Experience with

ACD, Dialer, IVR and Contact Centre technologies .Strong analytical, reporting and dashboarding capabilities.US Healthcare Membership / Provider Contact Centre experience is preferred.Lean / Six Sigma, Analytics or RPA certification will be an advantage.Graduate / Postgraduate qualification preferred.

Why This Opportunity?This is more than a traditional Contact Centre delivery role. It is an chance for a senior leader to

shape US Geo Voice Operations, build a Centre of Excellence, influence clients and drive transformation at scale .

Ideal background:US International Voice Operations | Large-Scale Contact Centre Leadership | Client Management | Transformation | Business Excellence | People Leadership

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