Director- International Operations (US Shift)

One of our US-based MNC is looking out for Director International Voice Process Operations at their Vadodara. Their core competencies include Data & Predictive Analytics, Software & Technology, Account Services, Legal Support Services and Business Process Services.

Job Title: Director International Voice Process Operations (US Shift)

Location: Vadodara

Experience: 18+ Years

Shift: Fixed US Shift (Night Shift 19:00 - 04:00 Hrs)

Role Objective

We are seeking a seasoned BPO Leader to head our International Voice Operations. As the Director of Operations, you will be the primary custodian of the entire business unit in Vadodara. You will be responsible for the end-to-end delivery of international calling processes, ensuring peak operational performance while serving as the primary strategic interface for US-based clients and internal stakeholders.

Key Responsibilities

1. Strategic Leadership & Client Management

• Act as the face of the organization for international clients, leading weekly/monthly business reviews (WBR/MBR).
• Manage high-level stakeholder relationships, translating client vision into operational reality.
• Drive the "Partner" mindset rather than a "Vendor" mindset by proactively suggesting process improvements and cost-optimization strategies.

2. Operational Excellence

• Directly oversee a floor of 200 - 300+ FTEs through a layer of Managers and Assistant Managers.
• Ensure 100% adherence to SLA (Service Level Agreements) and KPIs, specifically focusing on AHT (Average Handle Time), CSAT, Quality Scores, and Occupancy.
• Take full ownership of P&L management, including budget forecasting, resource planning, and infrastructure readiness.

3. People & Culture

• Mentor and develop the leadership pipeline (Managers/AMs), ensuring high engagement levels.
• Champion a high-performance culture suited for the US shift environment, focusing on attrition control and employee well-being.
• Collaborate with HR and Training teams to ensure the talent pool is continuously up-skilled in US culture and communication nuances.

Required Candidate Profile

• Experience: Minimum 18 years in the BPO/ITES industry, with at least 5-7 years in a Senior Management role (Director/VP/AVP).
• Process Expertise: Extensive experience in International Voice Processes (Inbound/Outbound) preferably catering to the US Geography.
• Scale: Proven track record of managing a minimum span of 200 - 300 people simultaneously.
• Education: Graduation is mandatory; MBA or relevant certifications (Six Sigma Black Belt, COPC) will be an advantage.
• Communication: Exceptional command over English with a deep understanding of US culture, accents, and business etiquette.
• Flexibility: Absolute comfort working in a permanent US Night Shift from our Vadodara facility.

Technical & Behavioral Competencies

• Analytical Rigor: Ability to deep-dive into data to identify trends and performance bottlenecks.
• Conflict Resolution: Skilled at managing tough client conversations and internal operational crises.
• Tech-Savvy: Familiarity with modern dialers (Avaya, Genesys, Five9), CRM tools, and WFM (Workforce Management) software.