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 across Contact Centre operations. People & Leadership - Lead, mentor and develop a robust 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 Excellence - Drive 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 For - 18–22+ 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 opportunity 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 (Bengaluru)
🏢 Sagility
📍 Bengaluru