Senior Director - Contact Centre Operations

Selections HR Services Private Limited; Bengaluru; On-site; INR 4,000,000 - 6,600,000; Full time

Job summary

Selections HR Services Private Limited seeks an accomplished Senior Director to lead its contact center operations in Bengaluru and drive transformation initiatives across AI, analytics, automation, and RPA. The role demands deep people leadership, client governance, and strategic P&L stewardship in a high-growth environment.

Ideal candidates bring extensive experience in large-scale voice operations and strong stakeholder management, with a track record of delivering operational excellence,

Qualifications

• 18–22+ years of overall experience with 10+ years in leadership roles.
• 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.

Responsibilities

• Lead large-scale blended contact center operations (Inbound, Outbound & Chat).
• 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.

Skills

Contact center leadership

Operations management

AI-led transformation

Analytics

Automation

RPA

Client relationships

P&L ownership

Stakeholder communication

Team leadership

Job description

Are you a seasoned Contact Centre leader with a passion for operational excellence, transformation, and people leadership?

Key Responsibilities:

• Lead large-scale blended contact center operations (Inbound, Outbound & Chat)
• 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
• 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.

#Hiring #SeniorDirector #ContactCentreOperations #BPOLeadership #USHealthcare #OperationsLeadership #CustomerExperience #Transformation #AI #Automation #WorkforceManagement #BangaloreJobs #LeadershipHiring