Senior Director of Operations
WhiteSlips Job Management Consultants · India
FULL TIME
Job Description
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 strong understanding of revenue, cost and P&L drivers .
Details
| Company | WhiteSlips Job Management Consultants |
| Location | India |
| Type | FULL TIME |
| Niche | general |
