Director - Call Centre

Work Mandate : All days working from office/base location.

Job Title: Director - Call Center

Location: Bengaluru

Department: Customer Experience & Operations

Role Overview:

Director - Call center head will lead the end-to-end management of customer service delivery across multiple contact center channels. This individual will be responsible for driving key customer experience KPIs such as CSAT, NPS, and service levels while ensuring operational excellence through proactive process improvements, effective team leadership, and close collaboration with outsourced partners.

Key Responsibilities;

- Oversee day-to-day operations of customer care across all channels (voice, chat, email, social, etc.) to ensure consistent service delivery.

- Managing 5k+ agents in outsourced partner

- Develop control towers for operations to remove outlier events

- Monitor and improve customer interaction KPIs, including CSAT, NPS, First Contact Resolution, and service level adherence.

- Manage relationships and performance of outsourced contact centers, ensuring compliance with SLAs, cost efficiency, and quality standards.

- Develop and implement headcount and capacity plans based on projected order volumes and business forecasts.

- Lead, coach, and mentor internal customer care teams to drive ownership, engagement, and accountability for results.

- Identify process inefficiencies and initiate strategic improvement projects to enhance customer experience and team productivity with minimal oversight.

- Partner with business, technology, and product teams to address root causes of customer dissatisfaction and implement corrective actions.

- Set performance benchmarks, analyze trends, and present operational reports to leadership on a periodic basis.

- Drive a continuous improvement culture with data-driven decision-making and automation where relevant.

Qualifications & Experience:

- Bachelor's or Master's degree in Business Administration, Operations Management, or a related field.

- 12+ years of experience in customer service operations, with at least 5+ years in a leadership role managing large or outsourced teams.

- Strong analytical skills with experience managing KPI frameworks (e.g. CSAT, NPS, SLA, AHT).

- Proven success in vendor management, capacity planning, and large-scale operational transformation.

- Excellent communication, problem-solving, and stakeholder management skills.

- Demonstrated ability to lead cross-functional initiatives and influence without direct authority.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law"