Senior Director - Contact Centre Operations

We're Hiring: Senior Director - Contact Centre Operations - Bangalore.

Are you a seasoned Contact Centre leader with a passion for operational excellence, transformation, and people leadership?

Location: Bangalore.

Shift: US Shift.

Work Model: 5 Days Work From Office.

Key Responsibilities:

- Lead large-scale blended contact center operations (Inbound, Outbound & Chat).

- Drive service delivery excellence, SLA governance, quality, CSAT & NPS performance.

- Build and lead operational transformation initiatives including AI, Analytics, Automation and RPA-led improvements.

- Manage client relationships, executive stakeholder communication, MBRs and QBRs.

- Contribute to business growth through financial discipline, cost optimization and P&L ownership.

Preferred Background:

- 18 - 22+ years of overall experience with 10+ years in leadership roles.

- Strong Contact Centre / BPO / GCC operations background.

- Experience in US Healthcare Membership or Provider Contact Centre operations preferred.

- Proven experience managing large-scale voice operations and delivery teams.

- Exposure to AI-led transformation, automation, analytics and process improvement initiatives.

- Strong client-facing and business governance experience.

If you are interested or know someone who would be a great fit, please connect or share your profile.