Senior Director of Operations

Location: Bengaluru

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