Job Title: Senior Director- Contact Centre Operations

Domain : US Healthcare- Voice/ Blended

Work Mode : Work from Office (5 Days a Week)

Shift : US Shifts

Experience : Extensive experience in large-scale operations management and leadership

Job Summary

We are looking for an experienced operations leader to manage large-scale, complex blended contact centre operations encompassing inbound, outbound, and chat processes. The ideal candidate will bring robust expertise in service delivery excellence, operational governance, financial management, workforce planning, and client relationship management.

Experience in US Healthcare operations, particularly membership or provider contact centre services, will be highly preferred. The role requires a strategic leader with a proven track record of driving process optimization, technology-led transformation, automation, and business performance while ensuring operational efficiency, compliance, customer satisfaction, and profitability.

Key Responsibilities

- Lead and manage large, complex blended contact centre operations across inbound, outbound, and chat channels, ensuring consistent service delivery and operational performance.
- Drive business excellence initiatives, process optimization, continuous improvement, and service delivery transformation to enhance productivity, quality, customer experience, and operational efficiency.
- Lead large delivery teams through effective people management, leadership development, SME-driven operational practices, and performance governance.
- Own program and business budget planning, financial forecasting, P&L; management,



revenue performance, cost optimization, and profitability tracking.
- Establish and monitor key operational metrics, SLAs, productivity measures, transactional quality, CSAT, and NPS, ensuring achievement of business and client objectives.
- Oversee capacity planning, supply planning, workforce management, resource utilization, and demand forecasting to maintain optimal staffing and operational coverage.
- Drive operational governance through regular business reviews, performance assessments, root cause analysis, corrective action planning, and continuous improvement initiatives.
- Manage contact centre technology and infrastructure, including ACD, dialer systems, IVR, call trees, and Citrix environments, ensuring effective utilization and operational continuity.
- Identify opportunities for RPA, analytics, AI, and automation-led improvements to streamline workflows, enhance decision-making, and improve business outcomes.
- Lead technology-led transformation initiatives, partnering with relevant stakeholders to implement process redesign, digital solutions, and operational improvements.
- Build and maintain solid relationships with executive-level clients and internal stakeholders through effective communication, strategic reviews, and proactive issue resolution.
- Conduct Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and operational governance meetings, presenting performance trends, business risks, improvement plans, and strategic recommendations.
- Manage critical escalations, identify underlying operational challenges, and

📌 Senior Director- Contact Centre Operations (US Healthcare-Voice) (Bengaluru)
🏢 SELECTIONS HR SERVICES PRIVATE
📍 Bengaluru