Nisha Jeyabala, Business Unit Director
Utilities are not simple to support and it’s not just because they are regulated. Customers are calling because something is wrong, and they need to feel heard. After fifteen years in this space, I know that the right culture, the right training, and the right standards make all the difference. That is what we have built at Optima.”
Nisha is a results-driven leader with over 25 years of experience in the call center industry, including more than 15 years of specialized leadership in the utility sector.
With a background in Public Administration from Toronto Metropolitan University, Nisha has called Optima Communications home since 2001, advancing through the company for more than two decades. She developed a strong reputation for turning operational challenges into meaningful wins and earning recognition for her ability to lead teams through complex environments while keeping the client relationship front and center.
Now serving as Business Unit Director, Nisha is accountable for call center strategy, contract renewals, regulatory compliance, and the full client relationship across accounts in the educational sector and electricity utilities. She works closely with leadership and frontline teams alike to meet Service Level Agreements, and continuously raise the bar on performance.
What sets Nisha apart is her combination of analytical precision and genuine people leadership. Whether she is developing KPIs, recruiting and coaching talent, or identifying new revenue opportunities within the existing client base, Nisha brings the same steady focus: do it right, develop your people, and deliver for the client.