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.

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:
• Utility billing and revenue cycle management
• Call center (voice/non-voice) operations
• Back-office transaction processing and payments
• Proven ability to manage global teams (onshore/nearshore/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)