Contact Center Leader

1 week ago

Hyderabad Secunderabad Telangana, India beBeeOperations Full time ₹ 1,04,000 - ₹ 1,30,878

About this Role:

We are seeking a leader who can drive results, build relationships and contribute to our success. The Senior Director of Operations will oversee all aspects of contact center operations including hiring, training, quality control, reporting and client services.

  • Develop and implement initiatives that improve margins and strengthen enterprise value
  • Motivate teams and foster trusting relationships across the organization
  • Address attrition-driven issues through regular feedback sessions with site employees
  • Collaborate with various departments to develop and implement strategic plans
  • Manage and drive results for Service Delivery Operations and performance optimization through client-specific internal KPIs and financials
  • Design and execute motivational incentives (Employee Experience) to support site retention goals
  • Support and promote the company culture within the team at our campuses
  • Partner with stakeholders across the organization to ensure consistency in operations
  • Perform regular auditing through reporting, observations and personal contact

The Ideal Candidate Will:

  • Have a minimum 7-9 years of senior leadership experience in contact center operations, with cross-functional team management and full P&L responsibility
  • Previous experience in the business process outsourcing (BPO) industry
  • Post-secondary diploma or degree with a major in Business
  • At least 5 years of experience in client relationship management
  • Experience in analyzing and influencing P&L statements and conducting cost analysis
  • Excellent communication, organizational and time management skills
  • Proven ability to handle multiple priorities and lead strategic initiatives
  • Experience in maintaining and developing operational statistics, financial reporting and performance tracking
  • Strong tactical and strategic management capabilities
  • Ability to take initiative, make decisions and propose solutions at an executive level
  • Demonstrated autonomy in leadership and experience collaborating with peers, clients and stakeholders across global locations
  • Proven track record of meeting client-specific KPIs and internal performance metrics such as absenteeism and attrition

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