Position: Vice President – Contact Center / US Voice Operations
Location: Ahmedabad
Experience: 15+ years
Industry: International BPO / KPO / Contact Center
Process: US Voice / International Voice Operations
Work Mode: Work from Office
Role Overview
We are looking for a strategic and business-oriented Vice President – Contact Center / US Voice Operations to lead large-scale international voice operations supporting US clients.
The role will have end-to-end ownership of operational performance, client relationships, workforce productivity, service quality, cost optimization, leadership development and business growth.
The ideal candidate should have robust experience managing US voice operations, large teams, multiple layers of leadership and senior US stakeholders, with a proven track record of improving service levels, productivity, quality and profitability.
Key Responsibilities
Operational Leadership
Own end-to-end US voice operations across inbound, outbound and blended processes.
Drive operational strategy aligned with business and client objectives.




Establish and monitor KPIs covering SLA, AHT, FCR, CSAT, Quality, Productivity, Attrition and Service Levels.
Ensure consistent delivery against client SLAs and contractual commitments.
Build a strong performance-management and accountability culture.
US Client & Stakeholder Management
Develop and maintain relationships with senior US clients and business stakeholders.
Lead governance meetings, business reviews and operational performance discussions.
Understand client requirements and translate them into operational strategies.
Manage escalations and ensure timely resolution of critical issues.
Identify opportunities for account expansion and value addition.
Workforce & Productivity
Partner with Workforce Management to optimize forecasting, staffing, scheduling and capacity.
Drive productivity and utilization across large voice operations.
Identify operational gaps and implement corrective actions.
Optimize cost p

📌 Vice President – US Voice Operations (Ahmedabad)
🏢 KMK
📍 Ahmedabad