Unayur - Vice President/Assistant Vice President - Customer Service & Voice Operations

Job Title : Vice President/Assistant Vice President - Sales & Customer Service

Department : Voice Process & Calling Operations

Location : Karol Bagh New Delhi

Experience : 12+ years in Sales & Customer Service Leadership Roles

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

- 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.