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 solid 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 (Co E), 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

📌 Senior director of operations (Bengaluru)
🏢 Sagility
📍 Bengaluru