Assistant Vice President/Vice President - Voice Process & Customer Service/Sales - BPO (12-20 yrs)

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

Location: Delhi

Company :

The Atiya Healthcare Group is an Indian conglomerate headquartered in New Delhi.

We're rapidly growing private sector business serving millions of customers across healthcare sector, Media, entertainment, and digital transformation industry.

Through our various customer facing businesses, The Group enjoys the unparalleled trust, faith and confidence of its customers for last 2 decades

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. , 100 to 1000 agents).

- Can build long-term roadmaps aligning customer experience with business goal

Data-Driven Leadership

- 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.