Assistant Vice President - Contact Center Operations Leader - Voice Operations

Role Overview:

We are looking for an experienced Assistant Vice President Contact Center Operations to lead large-scale voice operations for a global outsourcing organization. The role will be responsible for driving operational excellence, client delivery, customer experience, workforce optimization, and business transformation across multiple programs.

The ideal candidate should have strong experience managing international voice processes, large operations teams, global client engagements, and proven ability to drive performance, quality, and revenue outcomes.

Key Responsibilities:

- Lead end-to-end operations for large voice-based contact center programs across global clients.

- Manage delivery excellence across multiple processes, geographies, and business units.

- Own key operational metrics including:

1. SLA adherence

2. CSAT / NPS

3. Productivity

4. Attrition

5. Cost optimization

- Partner with global clients and stakeholders to drive operational strategy and continuous improvement.

- Lead transformation initiatives focused on:

1. Process optimization

2. Automation

3. Digital adoption

4. Customer experience improvement

- Build and mentor senior operations leaders, managers, and delivery teams.

- Drive workforce planning, capacity management, and resource optimization.

- Ensure compliance, risk management, and operational governance.