Call Center Operations Transformation Lead

Job Summary:

We are seeking a strategic and results-driven Call Center Operations Transformation Lead to drive operational excellence, digital transformation, and performance optimization across our contact center operations.

Key Responsibilities:

• Lead end-to-end transformation initiatives across contact center operations.
• Assess current operational processes and identify improvement opportunities.
• Design and implement future-state operating models.
• Drive automation, digitization, and self-service initiatives.
• Oversee process re-engineering, workforce optimization, and performance management frameworks.
• Partner with IT, HR, Quality, and Training teams to ensure seamless transformation rollout.
• Lead change management and stakeholder engagement initiatives.

Required Qualifications:

• Bachelor’s degree in Computer Science, IT, or related field.

• 8–12 years of experience in contact center operations, with at least 3–5 years in transformation or program leadership roles.

• Strong knowledge of call center KPIs and performance improvement methodologies.

• Experience in large-scale operational change initiatives.

• Strong analytical and data-driven decision-making skills.

• Excellent stakeholder management and communication skills.