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.
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