Leads end-to-end customer support center operations, managinga team of Associate Managersa to deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment.a

This role partners closely andworkshand-in-handwith the Head of BPS Contact Center Operations, serving as a trusted advisor across allaspects of the operation. The role is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.a

Key Responsibilities

• Lead day-to-day contact center operations through a team of Associate Managers, ensuring consistent execution against SLAs, KPIs, quality standards, client expectations, and operational commitmentsa

• Provide direct leadership, coaching, and accountability to Associate Managers, ensuring they are effectively driving team performance, engagement, development, and execution of business prioritiesa

• Drive a disciplined performance management operating rhythm, including metric reviews, root-cause analysis, action planning, coaching follow-up, and sustained improvement in service delivery outcomesa

• Monitor and improve the customer experience by leveraging feedback, call trends, quality insights, operational data, and escalation patterns to identify gaps and implement targeted improvementsa

• Partner closely with internal and client stakeholders to optimize processes, systems, workflows, and service delivery models, ensuring scalable solutions that support operational efficiency and business growtha

• Ensure compliance with regulatory, client, contractual, and internal policies across all operations, reinforcing strong governance, risk awareness, documentation discipline, and audit readinessa

• Collaborate with workforce management, quality, training, technology, and operations partners to align staffing, training, tools, and process improvements to business needs and performance objectivesa

• Identify and lead continuous improvement opportunities that reduce defects, improve productivity, strengthen controls, enhancecustomerexperience, and increase operational consistency across accountsa

• Contribute to revenue growth, cost efficiency, and margin improvement by identifying operational efficiencies, supporting cross-sellingopportunities, and ensuring effective resource utilizationa

Top 5 Core Competencies

1. Operational Excellence & KPI Management

• Strong ability to manage SLAs, AHT, quality, and productivity metricsa

• Uses data insights to drive decision-making and continuous improvementa

2. Leadership & People Development

• Builds high-performing teams through coaching, mentoring, and performance managementa

• Drives accountability while fostering engagement and retentiona

3. Customer Experience & Service Delivery

• Focuson improving end-to-end customerjourneysand satisfaction outcomesa

• Translatecustomer feedback into actionable improvementsa

4. Workforce & Resource Optimization

• Aligns staffing models to forecasted demandapplying consideration to margina

• Maximizes efficiency throughbalancing performance to goal perimetera

5. Strategic Thinking & Continuous Improvement

• Overseesinvoicing accuracy to ensure expected revenue aligns with invoice output and contractual requirementsa

• Identifies opportunities for process improvement, automation, and innovationa

• Drives initiatives that enhance quality, efficiency, and cost effectivenessa

Qualifications

• Bachelors degree (Business, Technology, or related field preferred)a

• 9+ years of contact centerleadershipexperiencea

• 10+ years ina leadershiprole managing teamsa

• Experience in multi-channel support environments and contact center technologiesa

Preferred Skills

• Strong analytical and problem-solving capabilitiesa

• Excellent communication and stakeholder management skillsa

• Ability to manage multiple priorities in a fast-paced environmenta

• Experience driving transformation and change initiativesa