Job DescriptionRole: 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
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 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 (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.n
- Manage large and complex delivery teams and ensure achievement of SLA, productivity, quality, CSAT/NPS and business targets.n
- Drive operational strategy, performance governance, capacity planning and continuous improvement.n
- Lead from the front as the business/program SME and operational thought leader.n

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

nTransformation & Centre of Excellence
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- Drive the development and implementation of a Contact Centre Centre of Excellence.n
- Identify and implement initiatives across process improvement, automation, anal

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