Senior Leader, Intelligent & Business Performance Management

About the Role

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.

Responsibilities

• Business Performance Management (50%): Define and drive strategic direction of business performance management across Contact Center operations to ensure alignment with organizational goals, customer experience strategy, and operational excellence standards.
• Business Performance Management: 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.
• Business Performance Management: 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.
• Business Performance Management: Drive continuous performance optimization by identifying operational inefficiencies, service gaps, and systemic issues, and lead development of sustainable corrective and preventive strategies.
• Business Performance Management: Present executive-level business insights, strategic recommendations, and transformation opportunities to senior leadership.
• Business Performance Management: 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.
• Financial Management (20%): Lead strategic planning and governance of Contact Center financial management to ensure operational sustainability, cost optimization, and alignment with business priorities.
• Financial Management: Drive financial performance analysis including cost efficiency, productivity, resource utilization, revenue contribution, and ROI for strategic initiatives.
• Financial Management: Oversee annual budgeting, forecasting, financial modeling, and long-term workforce and operational planning.
• Financial Management: Partner with Finance, Operations, and Business Units to establish strong financial governance, transparency, and accountability.
• 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.
• Initiative & Transformation Tracking: Define transformation roadmaps, governance structures, success metrics, and execution frameworks to ensure initiatives deliver measurable business impact.
• Initiative & Transformation Tracking: Drive cross-functional collaboration among Business Units, Operations, IT, Digital, and Support Functions to ensure seamless implementation and stakeholder alignment.
• Initiative & Transformation Tracking: Establish executive governance and program tracking mechanisms to monitor progress, manage risks, resolve critical issues, and ensure timely delivery within approved scope, budget, and timelines.
• Initiative & Transformation Tracking: Lead synchronization between Business Units and Contact Center Operations for launch readiness, change management, and transition into business-as-usual operations.

Qualifications

• Bachelor’s degree or higher in Statistics, Engineering, Computer Science, Information Systems, Business Administration, or related disciplines.
• 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.
• Certifications considered an advantage: COPC; Agile / Scrum / Product Owner; Lean Six Sigma; Process Design / Process Improvement; CX or Customer Engagement certifications; Project Management (PMP or equivalent).

Skills / Required Skills

• 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 teams and driving cross-functional initiatives.