Vishant Tyagi

As the Head of Global Contact Centres, I lead the strategic direction and operational excellence of a truly global customer service ecosystem. With responsibility for six international sites and a team of over 1,900 professionals, I oversee 24/7 omnichannel support delivered across 64 countries in 15 languages, facilitating more than 13 million customer interactions annually.

My role is centred around designing and implementing next generation contact centre strategies that integrate automation, AI, and digital services to boost operational efficiency and improve the customer experience.

Lead and empower high-performing, data-driven teams through a culture of relentless improvement, innovation, and agility. Drive excellence by enforcing strong governance and performance metrics that ensure accountability and maximize results across global teams and vendor partners

I play a key role in driving the global strategy for workforce and operational planning, ensuring we’re well-positioned to scale with demand and deliver consistently high service level

Managed one of Emirates’ largest global contact centre operations, leading a team of over 700 direct and indirect employees to deliver exceptional 24/7 customer service and meet direct sales revenue targets across multiple international markets.

• Oversaw day-to-day operations of the contact reservations centre, ensuring seamless handling of customer interactions in multiple languages and time zones.
• Strategically managed workforce planning, recruitment, and resource optimization to meet evolving customer demand and service level targets.
• Spearheaded the implementation of global service and sales initiatives, embedding a high-performance culture focused on employee engagement, continuous improvement, and customer satisfaction.
• Drove integration of third-party business functions within the contact centre, applying core operational strengths to support commercial growth and service consistency.
• Championed leadership development and performance management frameworks, supporting the growth and retention of people leaders in a dynamic, multicultural environment.
• Oversaw full operational budget and vendor management, ensuring financial discipline, cost-effectiveness, and alignment with strategic business goals.
• Partnered with HR, Learning & Development, and Workforce Planning teams to build scalable capabilities, promote team culture, and prepare the workforce for future demands.
• Held full accountability for the customer experience strategy within the centre, ensuring every interaction reflected Emirates’ brand promise and service excellence standards.

Led the strategic implementation and operational management of Emirates’ contact centre digital service channels including live chat, email, WhatsApp, WeChat and social media (Twitter, Facebook, Instagram) ensuring delivery of a seamless, brand-aligned customer experience across all non-voice touchpoints.

• Owned the end-to-end performance of digital operations across all sites, ensuring service level targets, quality standards, and productivity goals were consistently met.
• Oversaw daily monitoring of digital customer interactions, directly managing response strategy, resource planning, and escalation procedures for service failures or reputational risks.
• Benchmarked competitor activity and analysed social media trends to continuously refine engagement strategies and maintain brand consistency across digital channels.
• Provided operational leadership and coaching to multimedia and back-office teams, including those handling complex case management.
• Played a key role in the non-voice CX strategy, helping define the "Brand tone" across all digital platforms and establishing quality assurance frameworks to support service consistency.
• Supported global multimedia project rollouts, sharing best practices and implementation frameworks with other Emirates contact centres, including successful initiatives like WeChat in China.
• Drove operational readiness for new technologies and platform changes, leading change management efforts and ensuring smooth transitions with minimal impact on service.

• Lead the contact centre team to achieve individual, contact centre and network objectives.
  
• Ensure smooth running of the contact centre operation by implementing best practise policies and procedures within the contact centre.
  
• Research, promote and implement new program, sales, service and employee satisfaction initiatives in order to achieve contact centre and network revenue, quality and employee satisfaction and attrition targets.
  

• Lead and manage a team of Contact Centre Agents in a proactive, visible and consultative style to develop and maintain a strong team spirit amongst staff
  
• Responsible for the performance management, attendance and punctuality of my team in order to meet business needs and targets
  
• Deliver departmental and team targets to attain customer service, revenue and productivity targets