Director Operations

Mywhy; India; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Mywhy is seeking a senior operations leader with 10+ years in BPO / Call Center / Contact Center Operations to drive performance across large teams and multiple sites.

You will own KPI, SLA, CSAT, quality and performance management, and lead client and stakeholder relationships to ensure service excellence.

The role includes overseeing P&L, revenue and cost control, and handling critical escalations while building scalable processes and nurturing a high-performance culture across all locations.

Qualifications

• 10+ years leading BPO/CCC operations.
• Proven ability to manage large teams across multiple sites.
• Expertise in KPI, SLA, CSAT and quality programs.

Responsibilities

• Drive performance and profitability across sites.
• Lead KPI/SLA/CSAT programs and quality initiatives.
• Manage client relationships and critical escalations.

Skills

Leadership

BPO operations

KPI management

SLA management

CSAT

Quality management

Stakeholder management

Escalation handling

P&L experience

Cross-site operations

Job description

10+ years of experience in BPO / Call Center / Contact Center Operations
Strong experience in senior operations leadership
Experience managing large teams & multiple processes/sites
Expertise in P&L, revenue, cost, productivity & profitability

Required Candidate profile

Excellent experience in KPI, SLA, CSAT, quality & performance management
Strong client and stakeholder-management skills
Proven experience in handling critical escalations