Senior Director of Operations
Sagility · India
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