Contact Director

Senior Director, Contact Center Operations, APAC Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team Senior Director, Contact Center Operations, APAC Full time, Colombo, Sri Lanka As a Senior Director, Contact Center Operations, APAC, will lead quality programs, productivity initiatives, workforce management optimization, and continuous improvement efforts while ensuring service consistency, customer satisfaction, and operational scalability. As a Senior Director, Contact Center Operations, APAC, you will 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. About you 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. What we offer you At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe. About us BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com. Get to know us by reading our blog and checking out our social media: https://www.bcdtravel.com/blog/ https://www.linkedin.com/company/bcd-travel/ https://www.instagram.com/bcdtravel/ https://www.facebook.com/bcdtravel/ You’ll be offered 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 Ready to join the journey? Apply now ! We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply. We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com. #LI-Remote #LI-FB1 Experience Level Senior Level