Senior Director - Contact Centre Operations

Selections HR Services Private Limited · India

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.

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