Location: Bangalore
Shift: US Shifts
Work Model: 5 Days Work from Office
Experience: 18–22+ Years
About the Role
We are looking for an accomplished and transformational leader to join us as Senior Director – Contact Centre Operations. This role will lead large-scale blended voice operations (Inbound, Outbound & Chat) with a strong focus on operational excellence, business transformation, client governance, and service delivery leadership.
The ideal candidate should come from a Contact Centre / GCC / PCC / Voice Operations background with extensive exposure to US Healthcare Membership or Provider operations. Candidates with strong tenure stability and proven transformation leadership will be highly preferred.
Key Responsibilities
Operational Leadership
- Lead large and complex blended voice operations across Inbound, Outbound & Chat processes
- Drive service delivery excellence, operational governance, and business performance
- Manage SLAs, KPIs, productivity, quality metrics, CSAT/NPS governance, and operational reviews
- Lead capacity planning, supply planning, workforce management understanding, and transactional quality governance
- Ensure continuous process optimization and operational efficiency improvements
Transformation & Innovation
- Drive AI-led and technology-enabled transformation initiatives
- Lead automation, analytics, and RPA-driven operational improvements
- Identify process enhancement opportunities and implement scalable solutions
- Support system audits, operational excellence initiatives, and digital transformation programs
Client & Stakeholder Management
- Manage executive-level client relationships and stakeholder communication
- Conduct MBRs, QBRs, governance reviews, and strategic business discussions
- Handle escalations effectively and provide solution-oriented leadership
- Partner with internal and external stakeholders to drive business outcomes
Financial & Business Ownership
- Own P&L management, revenue tracking, and operational profitability
- Drive cost optimization and financial performance management
- Support business planning, budgeting, and operational forecasting
Leadership & People Management
- Lead and inspire large delivery teams in a high-performance environment
- Build strong leadership pipelines, succession planning, and employee engagement initiatives
- Mentor operational leaders and promote a culture of accountability and excellence
- Drive people metrics, retention strategies, and organizational development initiatives
Required Skills & Experience
Mandatory Experience
- 18–22+ years of overall experience with at least 10 years in leadership roles
- Strong experience in Blended Voice Operations (Inbound, Outbound & Chat)
- Prior experience in Contact Centre / Voice Operations / GCC / PCC environments is mandatory
- US Healthcare Membership / Provider Contact Centre operations experience preferred
- Proven experience managing large and complex delivery teams
Functional Expertise
- SLA & Metrics Management
- Workforce Management & Capacity Planning
- CSAT / NPS Governance
- Transactional Quality Monitoring
- Operational Governance & Service Delivery Excellence
- Process Improvement & Business Excellence Initiatives
Technical & Operational Exposure
- ACD, CITRIX, Dialer Systems
- IVR & Call Tree Management
- RPA / Analytics exposure
- Reporting tools & dashboard management
- System audits and compliance governance
Financial & Governance Expertise
- P&L ownership and revenue management
- Cost optimization and financial planning
- ISO / ISMS / Compliance & Audit awareness
