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 robust understanding of revenue, cost and P&L; drivers

.

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