Director of Contact Center Excellence

15 hours ago

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

Job Title: Senior Director Operations

About the Job

We are seeking a leader who has vision, experience and passion to contribute to our culture and deliver exceptional results for our clients.

The role of the Senior Director of Operations involves all facets of contact center operations including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call interaction volumes.

Key Responsibilities:
  • Drive initiatives resulting in positive improvements in margins and strengthening of enterprise value
  • Motivate and inspire teams while building trusting relationships throughout the organization
  • Address attrition driven issues through continuous focus groups communication outlets with all site employees
  • Collaborate with various departments and leaders in development and implementation of strategic plans
  • Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials
  • Develop and execute motivational incentives Employee Experience to assist in site retention goals
  • Support and drive the IntouchCX culture within the team at our campuses
  • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations
Requirements:Essential Skills and Qualifications:
  • Minimum 7-9 years of contact center senior leadership experience with cross-functional teams/groups and full P&L responsibility
  • Previous experience in business process outsourcing required
  • Post-secondary diploma or degree with a major in Business
  • 5 years of client relationship management
  • Experience in analyzing and influencing P&L statements and performing cost analysis
  • Excellent communication skills
  • Excellent organizational and time management skills
  • Client relationship management experience
  • Ability to handle multiple priorities simultaneously
  • Experience with maintaining and developing operational statistics financial management information and results reporting
  • Proven tactical and strategic management skills
  • Ability to take initiative make decisions and propose strategies and solutions
  • Demonstrated ability to work autonomously as well as with leaders peers and clients in other countries
  • Ability to meet program KPIs and internal business KPIs abs attrition etc

Please note that we are looking for a highly skilled professional to join our team and we look forward to receiving your application.

  • 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...

  • Cisco Contact Center Professional

    6 days ago

    Hyderabad / Secunderabad, Telangana, India beBeeContactCenter Full time ₹ 9,00,000 - ₹ 12,00,000

    Job TitleWe are seeking a skilled Cisco Contact Center professional to manage and optimize our contact center solutions, ensuring high availability and performance.Key ResponsibilitiesAdminister and manage contact center environments, providing technical support and optimizing performance and functionality.Configure and troubleshoot contact center systems,...

  • Contact Center Infrastructure Specialist

    1 week ago

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

    Job Title: Contact Center Infrastructure SpecialistThis role requires a highly analytical and detail-oriented professional with strong technical skills. You will be responsible for managing contact center infrastructure, working closely with project teams and business partners to ensure seamless execution.The ideal candidate will have experience in...

  • Contact Center Support

    5 days ago

    Hyderabad, Telangana, India Ascensus Full time

    At Ascensus, technology is more than just a solution. It powers the business that helps millions of people save for what matters—retirement, education, and healthcare. Our technology experts tackle exciting challenges in collaborative teams, but work in an environment where individual and career development is always valued. Technology associates leverage...

  • Senior Contact Center Infrastructure Specialist

    15 hours ago

    Hyderabad / Secunderabad, Telangana, India beBeeContactCenterEngineer Full time ₹ 15,00,000 - ₹ 28,00,000

    Job SummaryYou will be part of a team responsible for the day-to-day operation and administration of our global contact distribution platform. This role requires strong analytical, technical, and communication skills to troubleshoot issues and support business units globally.To excel in this position, you should have experience with contact center...

  • Dynamic Contact Center Leader Wanted

    1 week ago

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

    Lead Contact Center Operations SpecialistWe are seeking a skilled leader to oversee the performance of our Customer Service Representatives. As a key member of our team, you will be responsible for monitoring and making changes to positively impact service quality.The ideal candidate will have a strong understanding of contact center operations, including...

  • Customer Experience Director

    1 week ago

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

    Executive Operations Director Job DescriptionOptimize customer experience and drive business growth as an experienced Contact Center Director.The ideal candidate will provide strategic leadership to our contact center operations, fostering a culture of excellence in customer service. Key responsibilities include:Developing and implementing effective call...

  • Contact Center Agent

    7 days ago

    Hyderabad, Telangana, India ServiceNow Full time

    **Company Description** It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent...

  • Centralised Contact Center Associate

    4 days ago

    Hyderabad / Secunderabad, Telangana, Pune, Chennai, India beBeeContactCenter Full time ₹ 1,04,000 - ₹ 1,30,878

    Centralised Contact Center AssociateWe are seeking a highly skilled and experienced Centralised Contact Center Associate to join our team.Key Responsibilities:Develop strategies to improve workflow efficiencyCollaborate with cross-functional teams to optimise processes and enhance productivityMaintain compliance with industry regulations and company...

  • Contact Center Operations Expert

    6 days ago

    Chennai, Hyderabad / Secunderabad, Telangana, Pune, India beBeeAnalytical Full time ₹ 1,04,000 - ₹ 1,30,878

    ASTER DM HEALTHCARE LIMITED is looking for an Associate – Centralised Contact Center to join our dynamic team and embark on a rewarding career journey.Job Overview:The Associate – Centralised Contact Center (Aster Laboratory) is responsible for ensuring effective execution of duties within the assigned domain. The role involves a combination of technical...