We are looking for an accomplished and transformational leader to join us as Senior Director Contact Centre Operations. This role will lead large-scale blended voice operations (Inbound, Outbound & Chat) with a strong focus on operational excellence, business transformation, client governance, and service delivery leadership.

The ideal candidate should come from a Contact Centre / GCC / PCC / Voice Operations background with extensive exposure to US Healthcare Membership or Provider operations. Candidates with strong tenure stability and proven transformation leadership will be highly preferred.

Key Responsibilities:

Operational Leadership:

- Lead large and complex blended voice operations across Inbound, Outbound & Chat processes

- Drive service delivery excellence, operational governance, and business performance

- Manage SLAs, KPIs, productivity, quality metrics, CSAT/NPS governance, and operational reviews

- Lead capacity planning, supply planning, workforce management understanding, and transactional quality governance

- Ensure continuous process optimization and operational efficiency improvements

Transformation & Innovation:

- Drive AI-led and technology-enabled transformation initiatives

- Lead automation, analytics, and RPA-driven operational improvements

- Identify process enhancement opportunities and implement scalable solutions

- Support system audits, operational excellence initiatives, and digital transformation programs

Client & Stakeholder Management:

- Manage executive-level client relationships and stakeholder communication

- Conduct MBRs, QBRs, governance reviews, and strategic business discussions

- Handle escalations effectively and provide solution-oriented leadership

- Partner with internal and external stakeholders to drive business outcomes

Financial & Business Ownership:

- Own P&L management, revenue tracking, and operational profitability

- Drive cost optimization and financial performance management

- Support business planning, budgeting, and operational forecasting

Leadership & People Management:

- Lead and inspire large delivery teams in a high-performance environment

- Build strong leadership pipelines, succession planning, and employee engagement initiatives

- Mentor operational leaders and promote a culture of accountability and excellence

- Drive people metrics, retention strategies, and organizational development initiatives

Required Skills & Experience:

Mandatory Experience:

- 15-22 years of overall experience with at least 10 years in leadership roles

- Strong experience in Blended Voice Operations (Inbound, Outbound & Chat)

- Prior experience in Contact Centre / Voice Operations / GCC / PCC environments is mandatory

- US Healthcare Membership / Provider Contact Centre operations experience preferred

- Proven experience managing large and complex delivery teams

Functional Expertise:

- SLA & Metrics Management

- Workforce Management & Capacity Planning

- CSAT / NPS Governance

- Transactional Quality Monitoring

- Operational Governance & Service Delivery Excellence

- Process Improvement & Business Excellence Initiatives

Financial & Governance Expertise: