Vice President / Assistant vice President

Job Title:

Department:

Location:

Experience:

About the Role:

We are seeking a dynamic and performance-driven AVP/VP to lead our large-scale Voice Process & Customer Service operations. This role requires complete ownership of the function with a sharp focus on growth, innovation, and delivering world-class customer experiences.

Key Responsibilities:

• Lead and manage large customer service and voice sales teams with full P&L responsibility.
• Drive consistent performance improvement through process innovation, coaching, and data-driven decision making.
• Implement Six Sigma and other process excellence strategies to improve efficiency and customer satisfaction.
• Build and execute strategies to increase customer retention and loyalty.
• Design and drive upsell and cross-sell initiatives to maximize revenue per customer.
• Track and enhance CSAT, NPS, and other customer experience metrics with precision.
• Collaborate with internal stakeholders to align on targets, product feedback, and service delivery excellence.
• Build a high-performance culture with strong emphasis on accountability, results, and recognition.

Key Requirements:

• Proven leadership experience managing 500+ seat voice-based operations.
• Strong background in customer experience management, retention strategy, and sales process optimization.
• Hands-on with CRM tools, dialer systems, and reporting dashboards.
• Six Sigma Green Belt or Black Belt certification preferred.
• Excellent communication, problem-solving, and stakeholder management skills.

Strategic Thinking & Scalability

• Has scaled voice or customer service operations from medium to large size (e.g., 100 to 1000 agents).
• Can build long-term roadmaps aligning customer experience with business goal

Data-Driven Leadership

• Strong command over dashboards, KPIs, and actionable insights.
• Can run

  root-cause analysis

  to reduce churn, increase conversion, and improve FCR (First Call Resolution).

People-Centric Culture Builder

• Skilled in

  succession planning

  , mentoring mid-level managers, and lowering attrition.
• Can create a culture of accountability and rewards within a high-pressure voice environment.

• Startup/Turnaround Experience

  : Great if you’re looking to scale aggressively or fix underperforming functions.

• CX Certifications

  : Like COPC, CCXP (Customer Experience Professional), etc.

Interested candidates can call on 8527001809