Job Purpose
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.
Key Responsibilities
Business Performance Management (50%)
- Define and drive the strategic direction of business performance management across Contact Center operations to ensure alignment with organizational goals, customer experience strategy, and operational excellence standards.
- Lead enterprise-level performance governance by establishing strategic KPIs, performance frameworks, and executive dashboards that enable real-time visibility, predictive insights, and data-driven decision-making.
- Provide strategic oversight and in-depth analysis of operational performance, customer behavior, productivity, service quality, and business outcomes to identify risks, opportunities, and long-term improvement initiatives.
- Drive continuous performance optimization by identifying operational inefficiencies, service gaps, and systemic issues, and leading the development of sustainable corrective and preventive strategies.
- Present executive-level business insights, strategic recommendations, and transformation opportunities to senior leadership to support governance, planning, and business direction setting.
- Lead strategic root cause analysis of inbound contact demand and customer pain points, partnering with Business Units to develop upstream solutions, digital adoption strategies, and self-service transformation initiatives to improve customer experience and operational efficiency.
Financial Management (20%)
- Lead the strategic planning and governance of Contact Center financial management to ensure operational sustainability, cost optimization, and alignment with business priorities and growth objectives.
- Drive financial performance analysis across operational functions, including cost efficiency, productivity, resource utilization, revenue contribution, and return on investment (ROI) for strategic initiatives.
- Oversee annual budgeting, forecasting, financial modeling, and long-term workforce and operational planning to support scalable and efficient business operations.
- Partner with Finance, Operations, and Business Units to establish strong financial governance, transparency, and accountability across all operational and transformation activities.
- Provide strategic recommendations on investment prioritization, cost optimization opportunities, and financial risk management to support executive decision-making and organizational performance targets.
Initiative & Transformation Tracking (30%)
- Lead and govern strategic transformation initiatives and enterprise-wide programs focused on Contact Center modernization, operational excellence, customer experience enhancement, and digital transformation.
- Define transformation roadmaps, governance structures, success metrics, and execution frameworks to ensure initiatives deliver measurable business impact aligned with organizational strategy.
- Drive cross-functional collaboration among Business Units, Operations, IT, Digital, and Support Functions to ensure seamless implementation, stakeholder alignment, and operational readiness for strategic initiatives.
- Establish executive governance and program tracking mechanisms to proactively monitor progress, manage risks, resolve critical issues, and ensure timely delivery within approved scope, budget, and timelines.
- Lead strategic synchronization between Business Units and Contact Center Operations to ensure effective launch readiness, change management, and transition into business-as-usual operations.
- Provide leadership and direction to teams in managing project execution, prioritization, resource optimization, and transformation delivery to ensure operational stability and sustainable business outcomes.
- Act as a key strategic partner in driving organizational transformation, operational innovation, and continuous improvement initiatives across the Contact Center organization.
Qualification and Experience
- Bachelor's degree or higher in Statistics, Engineering, Computer Science, Information Systems, Business Administration, or related disciplines. Experience
- 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. Certification
Certification
The following certifications would be considered an advantage:
- COPC
- Agile / Scrum / Product Owner
- Lean Six Sigma
- Process Design / Process Improvement
- Customer Experience (CX) or Customer Engagement related certifications
- Project Management certifications (PMP or equivalent) Skill and knowledge
- Strong strategic thinking, business acumen, and execution capability.
- Expertise in KPI development, business performance monitoring, and operational governance.
- Strong analytical, problem-solving, and data interpretation skills with the ability to translate insights into actionable business strategies.
- Financial analysis, budgeting, forecasting, and cost optimization capabilities.
- Proven leadership capability in managing transformation initiatives and cross-functional collaboration.
- Excellent stakeholder management, presentation, and communication skills, with the ability to influence senior leadership.
- Strong project management capability with demonstrated ability to manage multiple priorities and deliver results within timelines and defined objectives.
- Advanced proficiency in Microsoft Excel, PowerPoint, Word, and business intelligence/reporting tools.
- Able to work effectively under pressure in a fast-paced and dynamic environment.
