Business & Operations Leadership

- Provide end-to-end leadership for international Inbound & Outbound Voice operations.
- Manage large and complex delivery teams and ensure achievement of SLA, productivity, quality, CSAT/NPS and business targets.
- Drive operational strategy, performance governance, capacity planning and continuous improvement.
- Lead from the front as the business/program SME and operational thought leader.

Client & Stakeholder Management

- Own senior-level client relationships, governance and business reviews.
- Manage escalations and translate client requirements into effective operational strategies.
- Identify opportunities for value creation, service enhancement and business growth.

Transformation & Centre of Excellence

- Drive the development and implementation of a Contact Centre Centre of Excellence.
- Identify and implement initiatives across process improvement, automation, analytics,



productivity and customer experience.
- Establish and scale best practices across Contact Centre operations.

People & Leadership

- Lead, mentor and develop a strong operational leadership team.
- Drive employee engagement, retention, succession planning and leadership development.
- Build a high-performance culture focused on accountability, customer obsession and continuous improvement.

Governance & Business Excellence

- Drive operational governance, quality, compliance and audit standards.
- Partner with WFM, Quality, Training and support functions to optimize delivery.
- Prepare and review operational dashboards, performance trends and improvement plans.
- Demonstrate solid understanding of revenue, cost and P&L; drivers.

📌 Senior Director of Operations (Bengaluru)
🏢 WhiteSlips Job Management Consultants
📍 Bengaluru