Selections HR Services Private Limited
Website:
selectionssourcing.com
Job details:
Role- Associate Director- Contact Centre Operations (BPO international voice)
Experience- 12+ years in International BPO environment
Role Overview
We are looking for an experienced operations leader to manage large-scale, complex contact centre operations with a strong focus on US healthcare, service delivery excellence, operational governance, and financial performance. The ideal candidate will have expertise in blended voice and chat operations, team leadership, client relationship management, process transformation, and technology-led improvements.
Key Responsibilities
- Contact Centre Operations: Lead blended voice operations, including inbound, outbound, and chat processes, preferably within US healthcare membership or provider contact centre operations.
- Operational Excellence: Drive business excellence initiatives, service delivery improvements, process optimization, and productivity enhancement across operations.
- People Leadership: Manage large and complex delivery teams, develop leadership capabilities, and promote SME-driven operational management and a high-performance culture.
- Program & Business Management: Oversee end-to-end program delivery, operational planning, business budgets, resource allocation, and achievement of business objectives.
- SLA & Performance Management: Monitor SLAs, KPIs, productivity, transactional quality, CSAT, and NPS to ensure consistent service delivery and customer satisfaction.
- Workforce & Capacity Planning: Oversee capacity planning, supply planning, workforce management, scheduling, forecasting, and resource utilization to meet business demand.
- Technology & Systems Management: Manage contact centre technologies, including ACD, Citrix, dialer systems, IVR, and call tree configurations, ensuring operational efficiency and system reliability.
- Automation & Transformation: Identify opportunities for RPA, analytics, AI-led transformation, automation, and technology-enabled process improvements. Oversee system audits and implementation of improvement initiatives.
- Financial Ownership: Manage P&L, revenue performance, cost optimization, operational profitability, and financial target achievement.
- Client & Stakeholder Management: Build strong executive-level client relationships, conduct Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), manage escalations, and provide strategic solutions.
- Governance & Compliance: Ensure adherence to ISO, ISMS, internal controls, regulatory requirements, and audit standards. Drive governance reviews and timely closure of audit observations.
- Continuous Improvement: Establish operational governance frameworks, identify performance gaps, implement corrective actions, and improve service quality, efficiency, and overall business outcomes.
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