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

Mumbai

Assistant Vice President - Operations  - BPO 

Job Description for Assistant Vice President - Operations  - BPO  in Insight Customer Call Solutions Ltd in  Mumbai for (12-20) years of experience. Apply Now!