Moretasks
Website:
moretasks.com
Job details:
Job Title: Vice President - Training & Quality
Employment Type: Full-time
Department: Customer Success & Operations
Experience required: 10+ years
Working mode: In-office
Location: Sector 53, Gurgaon
Industry: BPO (International)
Salary: Best in industry
About the Role
We are seeking a dynamic and experienced Vice President – Customer Success & Operations to lead our client-facing teams within the BPO sector. The ideal candidate will have deep experience in managing large-scale BPO operations, a strong client engagement background, and excellent communication and presentation skills.
Key Responsibilities
- Lead and manage the Customer Success and Operations teams across multiple client accounts and projects.
- Drive operational excellence, ensuring process adherence, SLA compliance, and consistent service quality.
- Maintain strong relationships with key clients, acting as the senior point of contact and representing the company professionally.
- Oversee the end-to-end delivery of BPO services, ensuring customer satisfaction, retention, and account growth.
- Develop and implement strategies to optimize operational efficiency, reduce costs, and improve service levels.
- Monitor performance metrics, prepare reports, and provide actionable insights to the leadership team.
- Mentor and develop high-performing teams, fostering a culture of accountability, customer focus, and continuous improvement.
- Collaborate with internal stakeholders to address client needs and implement solutions.
- Drive change management initiatives to streamline processes and enhance the client experience.
Required Qualifications & Skills
- 10+ years of experience in the BPO industry, with significant exposure to client-facing roles and operations management.
- Proven experience managing large teams and handling multiple client accounts simultaneously.
- Excellent communication, presentation, and interpersonal skills.
- Highly presentable, confident, and able to represent the organization to senior client stakeholders.
- Strong leadership and team-building capabilities.
- Deep understanding of BPO operational processes, KPIs, and service delivery standards.
- Analytical mindset with the ability to make data-driven decisions.
- Experience in implementing process improvements and operational best practices.
Preferred Skills
- Experience with global clients or multi-location operations.
- Knowledge of CRM, workforce management, or ticketing tools used in BPO operations.
- Strategic planning and performance management expertise.
Click on Apply to know more.