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Job Title : Assistant Vice President (AVP) Operations Location : Mumbai Department : Operations Reports To : VP Operations Work Hours : 9hours/ Day, 5.5 days/ Week, 1 month with each alternate week with 2 Week Offs Employment Type : Full-time Job Summary We are seeking an experienced and results-driven AVP Operations to lead and manage outbound call center operations. The ideal candidate will have a strong background in BPO/ KPO environment, specifically in outbound sales, collections, or customer engagement campaigns. This role requires strategic oversight, people management, client interaction, and performance-driven leadership. Key Responsibilities Lead and manage large-scale outbound operations (sales, lead generation, collections, or retention).Head the Centre/ Site. P&L Management is a key area of expertise Collaborate with all internal departments to ensure smooth site operations Drive operational excellence by meeting/exceeding KPIs such as conversion rates, contact rates, AHT, - and quality metrics. Collaborate closely with clients to understand requirements, manage SLAs, and provide timely business updates. Develop and implement performance improvement plans and drive employee engagement. Oversee workforce management including capacity planning, rostering, and shrinkage control. Manage, mentor, and groom operations managers, team leaders, and front-line agents. Ensure compliance with internal policies, regulatory norms, and client-specific requirements. Prepare and present regular reports on operational health, productivity, and performance trends. Collaborate with support functions like HR, Quality, Training, Technology & Admin team for smooth operations. Key Requirements Minimum 12 years of BPO experience, with 12+ years in outbound operations and at least 10 years in a senior leadership role (AVP / DGM level). Proven expertise in handling large sites (2000+ FTEs) across multiple campaigns. Experience of managing BFSI/ Insurance campaigns is preferred Strong understanding of outbound dialers (Predictive, Preview, Progressive), CRM systems, and performance tracking tools. Strong people management and on time manpower delivery with attrition control Excellent communication, stakeholder management, and leadership skills. Data-driven mindset with the ability to analyze performance reports and drive decisions. Bachelors degree required; MBA or relevant post-graduate qualification preferred. Preferred Skills Prior experience in international BPO setups or multi-geo campaign management. Strong exposure to compliance framework Familiarity with automation tools, RPA, or AI-driven outbound tech (ref:iimjobs.com) Show more Show less
