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

nLocation: Bengaluru – AMR Tech Park

nWork Mode: WFO

nShift: US Shift

nEmployment Type: Full-Time

nReporting To: AVP / VP – Operations

nIndustry: BFSI, Telecom ,US Healthcare, Retail

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nAbout the Role

nWe 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.

nThis 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.

nUS Healthcare – Membership / Provider Contact Centre experience is preferred, but not mandatory.

nKey Responsibilities

nBusiness & Operations Leadership

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

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

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

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- Lead, mentor and develop a strong operational leadership team.
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- Drive employee engagement, retention, succession planning and leadership development.
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- Build a high-performance culture focused on accountability, customer obsession and continuous improvement.
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nGovernance & Business Excellence

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- Drive operational governance, quality, compliance and audit standards.
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- Partner with WFM, Quality, Training and support functions to optimize delivery.
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- Prepare and review operational dashboards, performance trends and improvement plans.
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- Demonstrate strong understanding of revenue, cost and P&L; drivers.
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nWhat We Are Looking For

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- 18–22+ years of overall Contact Centre / BPO / BPM experience.
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- 10+ years of leadership experience managing large-scale Contact Centre operations.
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- Mandatory experience managing US Geo / international voice campaigns.
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- Solid experience across Inbound & Outbound / Blended Voice Operations.
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- Experience managing large, complex delivery teams.
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- Strong client-facing and senior stakeholder-management capability.
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- Proven track record in operational transformation, process improvement and business excellence.
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- Strong understanding of Contact Centre metrics, SLA, WFM, Quality, CSAT/NPS and productivity.
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- Experience with ACD, Dialer, IVR and Contact Centre technologies.
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- Strong analytical, reporting and dashboarding capabilities.
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- US Healthcare Membership / Provider Contact Centre experience is preferred.
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- Lean / Six Sigma, Analytics or RPA certification will be an advantage.
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- Graduate / Postgraduate qualification preferred.
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nWhy This Opportunity?

nThis 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.

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nIdeal background:

nUS International Voice Operations | Large-Scale Contact Centre Leadership | Client Management | Transformation | Business Excellence | People Leadership

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