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 solid 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 per transaction while maintaining customer experience and quality.

Quality & Customer Experience

- Establish strong QA, training and coaching frameworks.
- Drive improvements in customer satisfaction, FCR and first-call resolution.
- Use customer insights, call monitoring and analytics to identify root causes.
- Implement continuous improvement initiatives across processes.

People Leadership

- Lead and develop senior operations leaders, including AVPs, Senior Directors, Directors and Operations Heads.
- Build succession plans and leadership pipelines.
- Drive employee engagement, retention and performance.
- Establish clear goals, governance mechanisms and performance expectations.

Transformation & Continuous Improvement

- Lead process improvement, automation and digital transformation initiatives.
- Leverage analytics, AI, speech analytics and automation to improve customer experience and operational efficiency.




- Identify opportunities to reduce avoidable contacts, improve resolution and optimize cost-to-serve.
- Drive change management across large operational teams.

Financial & Business Ownership

- Own operational budgets, manpower costs and productivity targets.
- Drive margin improvement and cost optimization.
- Prepare business cases and ROI analysis for new initiatives.
- Partner with Finance, HR, IT, WFM and other functions to achieve business objectives.

Candidate Profile
- 15 years of overall experience, preferably in International BPO / Contact Center / Customer Experience operations.
- Significant experience in US voice operations is mandatory.
- 8 years in senior leadership roles managing large-scale voice operations.
- Experience managing large teams with multiple leadership layers.
- Strong exposure to inbound, outbound and blended voice processes.
- Proven experience managing US clients and senior stakeholders.
- Strong understanding of WFM, QA, Training, Operations and Performance Management.
- Strong commercial understanding with experience managing operational budgets and profitability.
- Excellent communication, presentation and executive stakeholder-management skills.
- Experience with transformation, automation, analytics or AI-led contact-center initiatives will be an advantage.
- Bachelor's degree required; MBA/PG qualification preferred.

Key Success Metrics
- SLA / Service Level
- CSAT / NPS
- FCR
- Quality
- AHT
- Productivity
- Attrition
- Absenteeism
- Revenue / Account Growth
- Cost per Transaction
- Operational Margin
- Client Satisfaction
- Process Improvement / Automation Benefits

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