Director Operations

Role Overview: You will be joining TP, a global hub of innovation and empowerment, with a remarkable 10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages. As the Director of Operations, you will lead service delivery for a major DTH client, managing large-scale operations from the Kolkata delivery center. Your role will involve driving operational excellence, ensuring SLA adherence, and enhancing customer experience across voice and chat processes. Key Responsibilities: - Lead end-to-end DTH contact center operations, ensuring high performance across voice and chat support functions. - Manage large teams with a focus on people development, SLA adherence, and regulatory compliance. - Drive cost efficiency through effective budgeting, forecasting, and data-driven decision-making. - Collaborate with senior stakeholders to align operational strategies with business goals. - Strengthen client relationships to support retention and growth through upsell and cross-sell opportunities. - Continuously improve customer experience through process enhancements and innovation. - Monitor key performance metrics to identify gaps and drive continuous improvement. - Review and refine business procedures to enhance operational efficiency and execution. - Communicate new policies and directives across teams to ensure clarity and alignment. - Coordinate efforts across HR, Training, WFM, and Quality to ensure seamless operations. - Represent the organization positively to clients, employees, and industry stakeholders. Qualifications Required: - Bachelors degree or higher (preferred). - 10-12 years of experience in operations and customer experience management. - Proven experience in managing voice and chat operations within a BPO environment is essential. - Strong analytical thinking and a proactive, solution-oriented mindset. - Six Sigma certification is preferred. - Understanding of DTH operations and transformation initiatives. - Highly detail-oriented, accountable, and capable of delivering under tight deadlines. - Exceptional organizational and leadership skills. - Proficient in data analysis and familiar with performance and operational metrics. (Note: Omitted Additional Details of the Company section as it was not explicitly mentioned in the provided JD),