At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.
Do you have a strong command of and understanding of Leading People, Operations Functions and Operational Execution? Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset? Can you BE ONE. HELP MANY in a way that provides a positive experience. Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION?
JOIN OUR TEAM TODAY!
Job Summary
We are hiring an experienced Director of Operations who can lead and be responsible for overseeing the day-to-day operations of multiple businesses, ensuring excellence in service delivery, operational efficiency, and client satisfaction. The role involves strategic planning, resource allocation, performance monitoring, and driving continuous improvement initiatives.
This position requires a person well-versed in all business matters as well as a competent leader. As the Director of India Operations, you will be instrumental in driving operational efficiency and excellence within our India location and ensure the profitability of our company’s activities in driving sustainable development and long-term success.
Position: This position is Onsite (Indore)
Role Reports into: Chief Operating Officer
Job Responsibilities:
- Oversee all site operations, ensuring adherence to corporate standards and local regulations
- Ensure seamless collaboration between India and global teams to support and achieve goals
- Strong understanding of the Indian talent landscape and proven ability to scale global operations
- Collaborate with senior leadership to align operational goals with organizational priorities.
- Identify and pursue opportunities for growth, innovation, and service expansion.
- Develop and execute operational strategies to achieve business objectives, improve efficiency, and exceed client expectations.
- Oversee multiple client accounts and operational teams, ensuring adherence to SLAs, KPIs, and quality standards.
- Monitor workforce productivity and optimize resource allocation for maximum efficiency.
- Analyze data and trends to identify areas of improvement and implement corrective actions.
- Act as the primary point of contact for key client stakeholders, ensuring consistent communication and alignment.
- Build and maintain strong, trusting, long term partnerships with our clients
- Collaborate with clients to identify and implement process improvements and innovations.
- Lead, mentor, and develop a high-performing management team.
- Foster a culture of accountability, collaboration, and continuous learning.
- Drive employee engagement and retention through effective communication and recognition.
- Prepare and manage operational budgets, ensuring cost-effectiveness and profitability.
- Monitor financial performance and provide regular reports to senior leadership.
- Identify and implement cost-saving initiatives without compromising service quality.
- Ensure adherence to all regulatory, legal, and contractual requirements.
- Monitor operational risks and implement mitigation strategies.
- Maintain robust processes for data security and privacy compliance.
Additional Requirements: Job Knowledge, Skills, and Qualifications:
- Bachelor’s Degree or related discipline or equivalent combination of education and experience is preferred.
- 10+ years of experience in a contact center environment with demonstrated successful delivery of complex projects and programs
- At least five (5) years of Client Relationship Management including Financial Management.
- Preferred Six Sigma/Lean experience
- Experience in developing and implementing programs and policies that support performance management, transformational change, change management, organizational growth, and employee development.
- Must be analytical, have excellent interpersonal/persuasion skills, verbal & written communication skills and the ability to work in a fast-paced environment.
- Thrive in a fast paced, multi-tasking, deadline driven environment that advocates and supports a change management philosophy.
- Exposure/experience working alongside C-Suite executives as well as Client executives and comfortable managing in a matrixed organization.
- Customer experience focus and mindset; ability to understand business challenges and to create solutions that positively impact the way people perform.
- Ability to organize and manage multiple projects and priorities simultaneously delivering on time results.
- Logical problem-solving skills, outstanding organizational skills and dedication to quality and integrity.
Benefits and Perks:
- Competitive pay based on experience + performance-based incentives!
- Fun work environment, seasonal festivals – Bonanza.
- Stable, full-time employment.
- Company paid health & life insurance benefits.
- Opportunity for professional development.
Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).
Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.
