About the Role :

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 :

- 18 - 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.

Technical & Operational Exposure :

- ACD, CITRIX, Dialer Systems.

- IVR & Call Tree Management.

- RPA / Analytics exposure.

- Reporting tools & dashboard management.

- System audits and compliance governance.

Financial & Governance Expertise :

- P&L ownership and revenue management.

- Cost optimization and financial planning.

- ISO / ISMS / Compliance & Audit awareness.