Director Operations

Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow

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The Opportuni

tyThe Director – Operations will lead service delivery for a major DTH client, managing large-scale operations from the Kolkata delivery centre. This role is responsible for driving operational excellence, ensuring SLA adherence, and enhancing customer experience across voice and chat processe

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The Responsibilities & Dut

• iesLead end-to-end DTH contact center operations, ensuring high performance across voice and chat support functio
• ns.Manage large teams with a focus on people development, SLA adherence, and regulatory complian
• ce.Drive cost efficiency through effective budgeting, forecasting, and data-driven decision-maki
• ng.Collaborate with senior stakeholders to align operational strategies with business goa
• ls.Strengthen client relationships to support retention and growth through upsell and cross-sell opportuniti
• es.Continuously improve customer experience through process enhancements and innovati
• on.Monitor key performance metrics to identify gaps and drive continuous improveme
• nt.Review and refine business procedures to enhance operational efficiency and executi
• on.Communicate new policies and directives across teams to ensure clarity and alignme
• nt.Coordinate efforts across HR, Training, WFM, and Quality to ensure seamless operatio
• ns.Represent the organization positively to clients, employees, and industry stakeholde

rs.

The Qualifica

• tionsBachelor’s degree or higher (prefer
• red).10–12 years of experience in operations and customer experience manage
• ment.Proven experience in managing voice and chat operations within a BPO environment is essen
• tial.Strong analytical thinking and a proactive, solution-oriented min
• dset.Six Sigma certification is prefe
• rred.Understanding of DTH operations and transformation initiat
• ives.Highly detail-oriented, accountable, and capable of delivering under tight deadl
• ines.Exceptional organizational and leadership sk
• ills.Proficient in data analysis and familiar with performance and operational me

trics
Pre-Employment Scre

eningsBy TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list scre

ening.
Important | Policy on Unsolicited Third-Party Candidate Subm

issionsTP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submi

ssions.
Diversity, Equity & I

nclusionAt TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other diff