Senior Director of Operations

Job description

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 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. 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 operations. People & Leadership • Lead, mentor and develop a strong operational leadership team. • Drive employee engagement, retention, succession planning and leadership development. • Build a high-performance culture focused on accountability, customer obsession and continuous improvement. Governance & Business Excellence • Drive operational governance, quality, compliance and audit standards. • Partner with WFM, Quality, Training and support functions to optimize delivery. • Prepare and review operational dashboards, performance trends and improvement plans. • Demonstrate strong understanding of revenue, cost and P&L drivers . What We Are Looking For • 18–22+ years of overall Contact Centre / BPO / BPM experience. • 10+ years of leadership experience managing large-scale Contact Centre operations. • Mandatory experience managing US Geo / international voice campaigns . • Strong experience across Inbound & Outbound / Blended Voice Operations . • Experience managing large, complex delivery teams. • Strong client-facing and senior stakeholder-management capability. • Proven track record in operational transformation, process improvement and business excellence . • Strong understanding of Contact Centre metrics, SLA, WFM, Quality, CSAT/NPS and productivity. • Experience with ACD, Dialer, IVR and Contact Centre technologies . • Strong analytical, reporting and dashboarding capabilities. • US Healthcare Membership / Provider Contact Centre experience is preferred. • Lean / Six Sigma, Analytics or RPA certification will be an advantage. • Graduate / Postgraduate qualification preferred. Why This Opportunity? This 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 . Ideal background: US International Voice Operations | Large-Scale Contact Centre Leadership | Client Management | Transformation | Business Excellence | People Leadership