Business Head – Contact Center (8-15 yrs)

  • Full Time
  • Mumbai
  • Full Time
  • Mumbai

Role Summary:

We are looking for a skilled Head of Business for Contact Centre to lead the business unit and build a cost-effective environment. The objective is to do everything possible to achieve business goals and derive great results for the company.

Key Responsibilities:

– Ownership of profitability for the outbound call centre.

– Keeping a close eye on business expense parameters and drivers to have a cost effective vertical.

– Understand the vision of the organisation and set up best practices by working closely with the stakeholders.

– Identify the metrics for the call centre team to evaluate the team and process performance.

– Establish a high standard for productivity, quality, customer service, lead generation as well as define user guidelines.

– Responsible for creating SLAs for the business by understanding the need and objective.

– Work closely with the Operations Manager to ensure high productivity and efficiency.

– Build the support functions like Compliance, Training, Dialler Management, Workforce Management etc.

– Responsible for daily lead generation goals from the team and analysing the gaps, if any.

– Meet call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.

– Deliver the call centre performance report by collecting, analysing, and summarizing data and trends.

– Manage and improve centre performance through performance monitoring, problem resolution, system audits and quality assurance measures.

– Drive consistent professional improvement through workshops, tracking call centre trends and active participation in team projects.

– Build a healthy and competitive work environment along with succession planning.

– Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

– Aid HR department in recruitment process by interviewing potential hires and outlining business expectations for other HR requirements.

– Collaborate with Tech team to develop call centre systems for reporting and visibility. Plan, develop and test the active systems and identify on areas of improvement.

– Management presentation on a monthly basis.

Exposure and Skills Required:

– At least 8+ years of experience working in a call center environment.

– Must have minimum 4+ years of experience in leading an outbound call center team for Sales/ Retention/ Collections / Lead Generation process.

– Proven prior track record of building, scaling up and owning a contact center business operation successfully.

– Experience in performance evaluation and customer service metrics of all verticals.

– Tech savvy – ability to manage dialer and overall CC platform.

– Hands-on experience in reporting and budgeting procedures.

– Ability to run and manage remote centers.

– Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).

– Proficient in MS Office and call center equipment/software programs.

– Outstanding communication and interpersonal skills.

– Excellent organizational and leadership skills with a problem-solving ability.

– Sharp acumen for numbers and attention to detail.

– Proactive, positive, patient and discerning.

– Entrepreneurial bent is a must.

– Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus


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