Director - Contact Center Operations

Job Description - Director of Contact center operations.
Summary
This role demands a

high-impact leader

who can combine

Energy & Utilities domain expertise with strong operational excellence , effectively manage

global teams , and deliver

real-time, data-driven outcomes

while maintaining strong stakeholder relationships and driving continuous transformation.

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

Role Purpose & Scope
The Service Delivery Lead will partner with client decision-makers and stakeholders within the

Energy & Utilities domain , managing large-scale operations across billing, customer support, and back-office functions.
This role is responsible for driving end-to-end service excellence across

call center operations (billing and enquiry management)

and

back-office support (billing, payments, and transaction processing) . The leader will manage globally distributed teams (onshore, nearshore, and offshore) while ensuring real-time decision-making, operational efficiency, and continuous improvement.
A critical success factor for this role is the ability to

effectively manage stakeholders, collaborate across geographies, and drive actionable outcomes in a fast-paced environment .

Key Responsibilities
1. Strategic Leadership
Bring

Energy & Utilities domain expertise , particularly in customer operations, billing, and revenue lifecycle management
Drive

process transformation and automation

to enable self-service, reduce cost-to-serve, and improve customer experience
Design and implement

target operating models

for utility operations, including billing, payments, and customer support
Lead

digital transformation initiatives , leveraging ERP, CRM, RPA, and analytics solutions
Participate in

RFPs, solution design, and client presentations , positioning differentiated solutions for utility clients
Enable

data-driven decision-making

through advanced analytics, reporting, and insights

2. Delivery & Operations Management
Lead end-to-end operations across:
Inbound/Outbound call center support (billing queries, service requests, complaints)
Back-office operations (billing processing, payments, reconciliations, adjustments)
Manage

large global teams

across onshore, nearshore, and offshore delivery centers
Drive

real-time operational governance , ensuring quick decision-making and issue resolution
Ensure adherence to

SLAs, KPIs, and regulatory compliance

relevant to Energy & Utilities
Monitor and optimize

customer experience metrics (CSAT, FCR, TAT, etc.)
Proactively identify risks and implement mitigation strategies
Drive

continuous improvement and automation initiatives

3. Stakeholder & Client Management
Act as the

primary point of contact

for client leadership and business stakeholders
Build strong relationships across

operations, finance, IT, and customer experience teams
Manage expectations and ensure alignment on

delivery outcomes and business priorities
Lead

MBRs, QBRs, and executive reviews

with actionable insights and governance
Effectively collaborate with

cross-functional and distributed teams

to deliver outcomes

4. Financial & Business Ownership
Own

P&L responsibility

and drive account profitability
Track and improve

billing accuracy, revenue assurance, and collection efficiency
Identify opportunities for

account growth and service expansion
Balance

cost, efficiency, and service quality

while meeting business objectives

5. Transition & Transformation
Lead

transition, knowledge transfer, and process migration

initiatives
Define project scope, timelines, and execution plans
Manage risks, dependencies, and stakeholder communication during transitions
Drive

process standardization and scalability

across delivery centers

Skills, Knowledge & Experience
Mandatory
18–23 years of experience in

service delivery/operations leadership , with significant exposure to

Energy & Utilities operations
Strong experience in: xsgimln
Utility billing and revenue cycle management
Call center (voice
on-voice) operations
Back-office transaction processing and payments
Proven ability to

manage global teams (onshore
earshore/offshore)
Exceptional

stakeholder management and client engagement skills
Strong

analytical and logical problem-solving capabilities
Ability to

drive real-time decisions and operational actions

in high-pressure environments
Advanced

communication and presentation skills , including creating impactful executive presentations

Preferred
Experience in

digital transformation, automation (RPA), and analytics-driven operations
Exposure to

ERP/CRM platforms and utility systems
Strong understanding of

regulatory and compliance requirements in utilities operations
Experience in

RFP/RFI responses and solution design
Lean Six Sigma (Black/Green Belt) certification

Key Competencies
Strategic Thinking & Transformation
Stakeholder Management & Influence
Global Delivery Leadership
Customer-Centric Mindset
Data-Driven Decision Making
Communication & Executive Presence
Problem Solving & Analytical Thinking

Educational Qualifications
Graduate (MBA in Operations or equivalent preferred)