Business & Operations Leadership

n

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

nClient & Stakeholder Management

n

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

nTransformation & Centre of Excellence

n

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



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

nPeople & Leadership

n

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

nGovernance & Business Excellence

n

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

n

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