Senior Director, Contact Center Operations

BCD Travel

Senior Director leading quality programs and operational governance for APAC contact center operations at BCD Travel.

Posted 4/22/2026full-timeRemote • 🇮🇳 IndiaSeniorWebsite

About the role

Key responsibilities & impact

Define, own, and institutionalize a scalable operational governance framework for wholly owned markets, securing executive and cross-functional alignment to ensure consistent adoption and execution
Set the regional quality vision and lead end-to-end Quality Programs focused on customer satisfaction and service integrity, driving measurable improvements in CSAT, booking accuracy, and ADM reduction
Establish and govern productivity benchmarks by market, partnering closely with Workforce Management and Quality leaders to ensure robust performance measurement and accountability
Oversee Workforce Management maturity and effectiveness across forecasting, capacity planning, scheduling, and real-time performance monitoring to support demand volatility and growth
Champion a culture of continuous improvement, leveraging Lean Six Sigma and other methodologies to deliver sustainable gains in productivity, agent quality, attachment rates, and cost efficiency
Own regional Business Continuity Planning, ensuring operational resilience during volume surges, system outages, and unforeseen disruptions
Lead executive-level operational reviews across the region, identifying systemic service gaps and driving corrective and preventative actions through clear ownership and governance
Build and lead high-performing regional leadership teams, coaching and developing leaders responsible for contact centers and offshore/outsourced operations
Define and monitor enterprise-level performance metrics, ensuring transparency, compliance, and adherence to all BCD operational and quality standards

Requirements

What you’ll need

Minimum 14 years of people leadership experience, including 12+ years in the travel industry
Lean Six Sigma Black Belt (or equivalent) with a strong track record of driving operational improvement
Proven ability to build strong stakeholder relationships and influence outcomes across complex, matrixed organizations
Demonstrated leader who sets strategic direction, builds high‑performing teams, and delivers results through others
Deep expertise in travel and contact center operations, Workforce Management, service quality, and continuous improvement
Strong commercial and financial acumen, with understanding of accounting principles and performance analytics
Experienced in managing multiple priorities across people, partners, vendors, and clients in fast‑moving environments
Fluent in English (Asian language preferred) and willing to travel regularly across the region

Benefits

Comp & perks

Flexible working hours and work-from-home or remote opportunities
Opportunities to grow your skillset and career
Generous vacation days so you can rest and recharge
A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
Travel industry professional perks and discounts
An inclusive work environment where diversity is celebrated

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Lean Six Sigmaperformance measurementcapacity planningschedulingforecastingoperational governancequality programsbusiness continuity planningperformance metricsservice quality

Soft Skills

people leadershipstakeholder relationshipsstrategic directionteam buildinginfluencing outcomescoachingdeveloping leadersmanaging prioritiescommunicationcontinuous improvement

Certifications

Lean Six Sigma Black Belt