Location: Bangalore
Shift: US Shifts
Work Model: 5 Days Work from Office
Experience: 18–22+ Years
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...