Senior Director - Contact Centre Operations
selections hr services private limited- Posted 19 hours ago
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Job Description
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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