Leads end-to-end customer support center operations, managinga team of Associate Managersto deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment. This role partners closely andworkshand-in-handwith the Head of BPS Contact Center Operations, serving as a trusted advisor across all aspects 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. 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 commitments Provide direct leadership, coaching, and accountability to Associate Managers, ensuring they are effectively driving team performance, engagement, development, and execution of business priorities Drive a disciplined performance management operating rhythm, including metric reviews, root-cause analysis, action planning, coaching follow-up, and sustained improvement in service delivery outcomes Monitor and improve the customer experience by leveraging feedback, call trends, quality insights, operational data, and escalation patterns to identify gaps and implement targeted improvements 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 growth Ensure compliance with regulatory, client, contractual, and internal policies across all operations, reinforcing strong governance, risk awareness, documentation discipline, and audit readiness Collaborate with workforce management, quality, training, technology, and operations partners to align staffing, training, tools, and process improvements to business needs and performance objectives Identify and lead continuous improvement opportunities that reduce defects, improve productivity, strengthen controls, enhancecustomerexperience, and increase operational consistency across accounts Contribute to revenue growth, cost efficiency, and margin improvement by identifying operational efficiencies, supporting cross-sellingopportunities, and ensuring effective resource utilization Top 5 Core Competencies  1. Operational Excellence & KPI Management  Strong ability to manage SLAs, AHT, quality, and productivity metrics  Uses data insights to drive decision-making and continuous improvement  2. Leadership & People Development  Builds high-performing teams through coaching, mentoring, and performance management  Drives accountability while fostering engagement and retention  3. Customer Experience & Service Delivery  Focus on improving end-to-end customer journeys and satisfaction outcomes  Translate customer feedback into actionable improvements  4. Workforce & Resource Optimization  Aligns staffing models to forecasted demand applying consideration to margin  Maximizes efficiency through balancing performance to goal perimeter  5. Strategic Thinking & Continuous Improvement  Oversees invoicing accuracy to ensure expected revenue aligns with invoice output and contractual requirements  Identifies opportunities for process improvement, automation, and innovation  Drives initiatives that enhance quality, efficiency, and cost effectiveness    Qualifications  Bachelor’s degree (Business, Technology, or related field preferred) 9+ years of contact centerleadershipexperience 10+ years ina leadershiprole managing teams Experience in multi-channel support environments and contact center technologies Preferred Skills  Strong analytical and problem-solving capabilities  Excellent communication and stakeholder management skills  Ability to manage multiple priorities in a fast-paced environment  Experience driving transformation and change initiatives