Director – Operations

Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

The Director – Operations will lead service delivery for a major DTH client, managing large-scale operations from the Kolkata delivery centre. This role is responsible for driving operational excellence, ensuring SLA adherence, and enhancing customer experience across voice and chat processes.

The Responsibilities & Duties

• 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.

The Qualifications

• Bachelor’s 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

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.