Breaking Barriers: Miranda Collard’s 32-year journey to becoming Teleperformance’s first woman CEO

Miranda Collard’s professional story is not just a tale of personal success—it’s a living narrative of transformation, resilience, and the indomitable power of people-first leadership in one of the world’s most dynamic industries. In a conversation with People Matters, Collard, who was recently appointed as the CEO of Americas, India, and the Philippines at Teleperformance, offers a candid look into her remarkable rise within the company, her vision for the digital age, and her unwavering belief in the power of diversity, inclusion, and authentic leadership.

When Collard joined Teleperformance at 18, she was simply looking for a job to support herself while finishing high school. “I was still in high school when I started,” she recalls, evoking memories of a time when customer service meant card tables, lead sheets, and rotary phones. The business was small, Collard being employee number 27 in the United States, and the environment was fast-paced but deeply personal. Today, Teleperformance has an approximate workforce of 500,000 people, with almost 90,000 employed in India.

What began as a short-term stint soon became a passion and a calling. Collard’s curiosity and hunger for learning propelled her upward. “I thought I’d do it for a while and move on, but I fell in love with the work, the people, and the sheer excitement of solving problems for clients.” She swiftly moved through the ranks—agent, supervisor, manager, director—each role adding new dimensions to her understanding of operations and client management.

Her early years taught her lessons that would become the bedrock of her leadership philosophy. “When you start on the floor, you never forget what it feels like to be on the front lines. You understand the pressure, the challenges, the needs. That perspective never leaves you.”

Collard’s rise through the organisation was not just a product of ambition, but also of stewardship. She was entrusted with increasingly complex assignments—overseeing operations, launching new geographies, and eventually leading as COO of Teleperformance US. Her journey would take her across continents, helping to establish the company’s footprint in India and the Philippines, both of which would become vital to Teleperformance’s global operations.

Now, as CEO responsible for three vast and diverse regions, Collard sees her journey as coming full circle. “I was part of the teams that set up our operations in India and the Philippines. To now lead these regions, to see how they’ve grown and become powerhouses for our business, is both humbling and exhilarating. It’s a beautiful thing to see it all come together.”

Asked to describe her leadership style, Collard is unequivocal: “Servant leadership.” For her, leadership is not about titles or authority, but about enabling others. “My job is to bring out the best in my people. I hire the best talent I can find and then empower them to do what they do best. I’m here to support, guide, and open doors.”

This philosophy has become especially relevant as Teleperformance navigates the currents of digital transformation and AI. Collard recognizes that technology is revolutionising customer experience and business models, but insists that human connection remains at the heart of the company’s mission.

“AI is evolving at breakneck speed, and it’s changing the skills and mindsets required at every level. But at the end of the day, it’s people who drive success. Emotional intelligence, empathy, the ability to connect with customers—these are irreplaceable.”

She believes that leadership in the digital era demands a blend of adaptability and authenticity. “You have to be flexible, but you also have to be true to your values. The AI will evolve—some things will work, others won’t. But our focus is always on enabling people to be their best, whatever the tools.”

With more than 90,000 employees in India and 500,000 worldwide, Teleperformance is a true global giant. Yet, Collard is particularly effusive about India’s role in the company’s future. “India is absolutely the future when it comes to AI, technology, and transformation. The capability, the skill set, the culture—it all supports everything we know we’re going to become.”

She sees diversity across geographies as a strength, not a barrier. “We don’t hire talent just to execute orders. We want people who bring their own ideas, perspectives, and creativity. That’s how you build a resilient, innovative organisation.”

The company’s investment in India is not just about scale, but about transformation. “We’re seeing India move up the value chain—from voice operations to complex analytics, automation, and digital solutions. That’s the future, and it’s being built right here.”

One of Collard’s proudest achievements is her role as founder and co-chair of TP Women, Teleperformance’s global initiative to champion gender diversity and inclusion. Under her leadership, the organisation has achieved over 50 percent female representation globally, with women ascending to leadership and board roles in unprecedented numbers.

For Collard, authenticity is the key to empowerment. “The day I decided to be exactly who I am is the day I started to shine,” she says. Her own ascent—from frontline agent to executive committee—serves as a beacon for others. “You don’t have to fit a mold to succeed. In fact, your difference is your strength.”

Teleperformance’s focus on internal mobility and upskilling is another cornerstone of its culture. “Our internal job upskilling and career promotion programs are pretty phenomenal,” Collard notes. “We invest in people not just for the roles they’re in, but for what they could become. We look for character, values, and potential.”

The rise of AI and automation has sparked fears of job loss and obsolescence, but Collard offers a more nuanced perspective. “We bring people along in our journey, with transparency and education at every level. AI is a tool, not a replacement for human beings. It’s about augmenting what we do, not eliminating it.”

She acknowledges that the nature of work is changing—fewer hires may be needed for certain tasks, but the complexity of customer needs is increasing. “You’re not going to be able to automate those crucial, emotionally charged interactions. You need people who are equipped to handle them with empathy and skill.”

For Collard, the future belongs to those who can blend technical acumen with emotional intelligence. “The jobs of tomorrow will require both. We’re preparing our people for that world—not just with training, but with opportunities to grow and lead.”

As the first woman CEO at the group level at Teleperformance, Collard feels both the weight of responsibility and the thrill of possibility. “It’s a chance to showcase my talents, to write the rest of my professional story, and hopefully leave something behind for other women and my children. If I can pay that forward, I certainly plan on doing that.”

Her message to aspiring leaders is clear: “Be resilient. Be authentic. Focus on people. The path to the top is rarely straight, but if you stay true to your values and invest in others, you’ll get there.”

Collard’s journey is a testament to the power of perseverance, humility, and people-first leadership. Her story—from the front lines to the executive suite—reflects the ethos of Teleperformance itself: a company, according to Collard, that believes in the limitless potential of its people.

In an era defined by digital disruption, Collard’s vision is both timely and timeless. “We’re a people organisation in a digital world. Technology will change, but the need for connection, empathy, and leadership will never go away.”