Job Description
? We're Hiring | Senior Director – Contact Centre Operations | Bangalore
nAre you a seasoned Contact Centre leader with a passion for operational excellence, transformation, and people leadership?
n
n? Location: Bangalore
n? Shift: US Shift
n? Work Model: 5 Days Work From Office
nKey Responsibilities:
n✅ Lead large-scale blended contact center operations (Inbound, Outbound & Chat)
n✅ Drive service delivery excellence, SLA governance, quality, CSAT & NPS performance
n✅ Build and lead operational transformation initiatives including AI, Analytics, Automation and RPA-led improvements
n✅ Manage client relationships, executive stakeholder communication, MBRs and QBRs
n✅ Contribute to business growth through financial discipline, cost optimization and P&L; ownership
nPreferred Background:
n✔ 18–22+ years of overall experience with 10+ years in leadership roles
n✔ Strong Contact Centre / BPO / GCC operations background
n✔ Experience in US Healthcare Membership or Provider Contact Centre operations preferred
n✔ Proven experience managing large-scale voice operations and delivery teams
n✔ Exposure to AI-led transformation, automation, analytics and process improvement initiatives
n✔ Solid client-facing and business governance experience
n
nIf you are interested or know someone who would be a great fit, please connect or share your profile.
n#Hiring #SeniorDirector #ContactCentreOperations #BPOLeadership #USHealthcare #OperationsLeadership #CustomerExperience #Transformation #AI #Automation #WorkforceManagement #BangaloreJobs #LeadershipHiring
n