Pradeep Dhayalan
Designer
Transforming global operations across APAC, Americas & Europe. Driving excellence through strategic vision, operational innovation, and people leadership.
Driving operational excellence globally
I'm Pradeep, an accomplished Operations Leader with over 22 years of experience in scaling and transforming third-party Contact Center operations strategically worldwide.
In the last two decades, I have led high-impact teams across different geographies, built a track record of consistent KPI excellence, established Centers of Excellence, and driven global standardization of processes and coaching methodologies.
My style of leadership incorporates empathy, adaptability, thoughtfulness, and solution-driven execution-all these skills enable me to bring stability, efficiency, and long-term growth to whatever program I am leading.
I thrive in environments where customer experience is a priority, operations require enhanced structure and visibility, transitions demand speed, clarity, and strong governance, and large teams rely on steady, empathetic leadership. I have worked extensively across India, Southeast Asia, North America, Europe, and LATAM.
People Leadership
Leading and mentoring teams of 150+ across multiple geographies
Global Operations
8+ years leading initiatives across APAC, Americas & Europe
Process Excellence
Driving operational improvements and KPI enhancements
Strategic Vision
Translating vision into tangible, measurable results
Core Competencies
A proven track record of excellence across operations, leadership, and technical domains
Operations Leadership
Strategic Management
Technical Skills
Additional Areas of Expertise
FEATURED PROJECTS
Key Initiatives & Impact
Strategic programs that drove operational excellence and business growth across global markets
Initiative 01
Global Operations Standardization
Led the standardization and implementation of best practices across the organization spanning APAC, North America, Latin America, and Europe. Worked remotely with regional operations leaders and support teams across multiple countries.
4
Regions Covered
150+
HC Span
Initiative 02
Performance Visibility Platform
Played a key role in ideation and development of an internal web-based application that standardized quality evaluations, KPI reporting, and coaching modules across the organization.
12%
KPI Improvement
20+
Visualization Reports
Initiative 03
Program Scaling & Client Growth
Successfully onboarded 15+ new clients and converted 5+ pilot programs into 100+ FTE programs. Traveled to the US twice for knowledge transfer and transition programs.
15+
New Clients
100+
FTE Growth
22+ Years of Excellence
A proven track record of leadership and operational excellence at IntouchCX
Director
Strategy & Performance
IntouchCX / 24-7 Intouch
Leading global operations with focus on excellence, process optimization, and strategic client management across multiple geographies.
Key Achievements:
Sr. Manager
Strategy & Performance
Knoah Solutions Pvt. Ltd. a 24-7 Intouch Company
Developed and implemented organization-wide frameworks for coaching, performance management, and operational excellence. Orchestrated seamless program transitions and new client onboardings across geographies.
Key Achievements:
Manager
Operations; Training & Quality
Knoah Solutions Pvt. Ltd. a 24-7 Intouch Company
Lead & coach a team of over 150+ advisors & 12 Team Leads handling call quality governance for an Indian Telecom giant. Act as the escalation point for the Client & Internal stake holders. Also led the Training & Quality Team by designing the audit forms and ensuring that the training content is aligned with the current call drivers.
Key Achievements:
Assistant Manager
Operations
Knoah Solutions Pvt. Ltd.
Lead a team of over 50+ advisors & 3 Team Leads. Act as the escalation point for the Client & Internal stake holders. Prepare & present weekly / monthly & quarterly reports. Ensure adherence to corporate and client policies.
Key Achievements:
Team Lead
Operations
Knoah Solutions Pvt. Ltd.
Leading a team of over 15+ advisors involved in handling Customer inquiries via Chat & Email for one of the leading US based logistics company, 10+ advisors doing automobile transcription process. Handle shift scheduling.
Key Achievements:
Subject Matter Expert
Operations
Knoah Solutions Pvt. Ltd.
Assisting a team of over 12+ advisors involved in handling Customer inquiries via Chat & Email for one of the leading US based logistics company. Evaluate transactions handled by L1 advisors
Key Achievements:
eSupport Officer
Operations
Knoah Solutions Pvt. Ltd.
Handling L1 emails & chats for one of the leading ISP providers in the US
Key Achievements:
Key Achievements
Measurable results that demonstrate commitment to operational excellence and business growth
Client Success
- ✓ 15+ New Client Onboardings
- ✓ 5+ Pilot to 100+ FTE Program Conversions
- ✓ 90%+ Average Customer Satisfaction
Process Excellence
- ✓ Reduced AHT by 60–70 seconds
- ✓ Increased CSAT scores by 9–12%
- ✓ Reduced revenue leakage by 8%
Global Impact
- ✓ Standardized practices across 4 regions
- ✓ Led initiatives in 10+ countries
- ✓ Managed teams of 150+ associates
Innovation & Tools
- ✓ 20+ Visualization Reports Created
- ✓ Internal Performance Platform Developed
- ✓ Organization-wide Coaching Framework
Notable Accomplishments
Global Operations
Remotely managed operations across APAC, North America, Latin America, and Europe
International Transitions
Traveled to US for knowledge transfer resulting in 3 new major clients
Data & Analytics
Created 20+ visualization reports used organization-wide for decision making
KPI Excellence
Consistently achieved 100% KPI compliance and exceeded goals by 8–12% QoQ
You can always reach out to me through these channels.
pradeepall4u@gmail.com
Mobile
+91-984-935-5969
Location
Hyderabad, India
Connect with me