Job Summary

Drive business performance and operational improvement across Contact Center operations by coordinating strategic initiatives, monitoring performance outcomes, and enabling data-driven decision-making to improve customer experience, optimize operational efficiency, and reduce avoidable contact volumes. Collaborate with cross-functional teams to track initiative progress, identify operational gaps and customer pain points, and support effective execution of transformation and process improvement initiatives that deliver measurable and sustainable business impact.

Job Responsibilities*

Business Performance Management 50%
Define and drive strategic performance management across Contact Center operations, ensuring alignment with business goals, customer experience, and operational excellence.
Establish KPI frameworks, executive dashboards, and performance governance to enable data-driven decision-making and operational visibility.
Analyze operational performance, customer behavior, productivity, and service quality to identify risks, opportunities, and improvement initiatives.
Drive continuous improvement through root cause analysis, operational optimization, and upstream solution initiatives with Business Units.
Present strategic insights and recommendations to leadership to support business planning and transformation.
Financial Management 20%
Lead financial planning, budgeting, forecasting, and workforce planning to ensure operational efficiency and business sustainability.
Monitor financial performance, cost optimization, productivity, and ROI of strategic initiatives.
Partner with Finance and Business Units to strengthen financial governance, transparency, and resource optimization.
Provide strategic recommendations on investment prioritization, cost management, and financial risk mitigation.
Initiative & Transformation Tracking 30%
Lead and govern strategic transformation and operational excellence initiatives across the Contact Center organization.
Define transformation roadmaps, governance frameworks, and success metrics to ensure measurable business impact.
Drive cross-functional collaboration to ensure smooth implementation, stakeholder alignment, and operational readiness.
Monitor program progress, risks, timelines, and delivery outcomes to ensure successful execution and sustainable operations.
Support organizational transformation, innovation, and continuous improvement initiatives across Contact Center operations.

Qualifications

• Bachelor’s degree or higher in Statistics, Engineering, Computer Science, Information Systems, Business Administration, or related disciplines.
• Minimum 7–10 years of experience in Call Center Operations, Business Performance Management, Customer Experience (CX), Business Analytics, Project Management, or Business Transformation.
• Proven experience in leading strategic initiatives, performance governance, operational optimization, and cross-functional transformation programs within large-scale operations.
• Strong background in executive reporting, performance management, and driving business improvements through data-driven insights and strategic planning.
• Experience in Contact Center transformation, digital enablement, or customer journey improvement initiatives would be highly advantageous.