A prestigious client of Innoquest Consulting, a BPM service provider in the healthcare domain, is looking for a Senior Director to lead their contact center operations in Bangalore.

Role Overview:

As the Senior Director of Contact Center Operations based in Bangalore, you will serve as the strategic leader overseeing the end-to-end delivery of high-stakes voice and non-voice operations. You will be responsible for steering large-scale service delivery models, ensuring that our operational excellence aligns with global client expectations and internal business growth targets. In this capacity, you will collaborate closely with executive leadership, global stakeholders, and cross-functional teams to drive digital transformation, optimize cost structures, and elevate customer experience benchmarks. Your leadership will directly influence the organization's bottom line by fostering a culture of high performance, operational efficiency, and continuous improvement across all service lines.

Key Responsibilities:

- Direct large-scale BPO operations by defining strategic roadmaps that enhance service delivery quality and ensure consistent adherence to global SLAs.

- Oversee complex budgeting and financial planning processes to ensure optimal resource allocation and maximize profitability across multiple business units.

- Lead high-performing teams through robust performance management frameworks, mentoring senior managers to achieve operational excellence and employee retention.

- Drive workforce management strategies by leveraging data-driven forecasting and capacity planning to maintain service levels during peak and off-peak cycles.

- Champion change management initiatives by integrating new technologies and process improvements that streamline workflows and improve the overall customer journey.

- Partner with key stakeholders to identify business pain points and implement scalable solutions that drive long-term value and client satisfaction.

Required Skillset:

- Demonstrated ability to manage complex, multi-site contact center operations with a focus on scaling service delivery in a fast-paced, high-growth environment.

- Proven expertise in financial acumen, specifically in managing multi-million dollar budgets, P&L responsibility, and cost-optimization strategies.

- Exceptional communication and stakeholder management skills, with the ability to influence C-suite executives and navigate complex client relationships.

- Strong analytical mindset with a track record of using workforce management tools and performance metrics to drive operational efficiency and business outcomes.

- Proven leadership in navigating organizational change, fostering a culture of innovation, and managing diverse, large-scale teams in a hybrid work environment.

- Candidates should possess a Master's degree or equivalent professional qualification from a premier institute, reflecting a strong academic and professional foundation.

- Must have 18 - 22 years of extensive experience in BPO and contact center leadership, with a deep understanding of global service delivery standards.