Description
• To oversee 700-seat outbound call center operations and ensure high productivity by controlling, monitoring, analyzing, and reviewing the system.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications; and setting productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by creating customer interaction and voice response systems, voice networks, designing user interfaces, developing and executing user acceptance test plans, and planning and managing implementations.
• Maintains and improves call center operations by monitoring system performance, identifying and resolving issues, preparing and implementing action plans, conducting system audits and analyses, managing system and process improvements, and overseeing quality assurance programs; installs upgrades.
• Achieves call center human resources goals by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; managing scheduling systems; communicating job expectations; planning, monitoring, evaluating, and reviewing employee contributions; planning and reviewing compensation activities; and enforcing policies and procedures.
• Prepares call center performance reports by gathering, analyzing, and summarizing data and trends.
Eligibility Criteria
Graduate/Postgraduate in any discipline
13–20 years of total experience
6–8 years of experience in outbound call center sales process
Experience managing large teams (500+ agents)
Industry Exposure
Strong hands-on experience in domestic outbound sales processes
Background in BPO / Call Center / EdTech / BFSI / Telecom preferred
Key Skills & Competencies
Strong sales and call center operations understanding
Excellent communication, coaching, and facilitation skills
Ability to handle large-scale training environments
Proficiency in MS Office (PowerPoint, Excel, reporting)
Data-driven approach to track and improve performance metrics
Reporting Structure
Functional Reporting: Head – Sales & Call Center
Administrative Reporting: Head – Sales & Call Center
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