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

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