Head - Operations (CRY Call Centre)   Purpose   Strategic planning and execution of call centre operations across 3 cities that enables us to:   1. Drive retention incomes from existing donors and enhance relationships   2. Acquire new donors through one time and committed giving .   Primary Responsibilities:   1. Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call  2. Responsible for development and administration of VFC budgets to attain business goals with operational stability,  3. Deliver results against a defined scope of work that includes measurable profitability, performance reporting, and quality management and target achievement.   4. Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, staffing levels and supervision,  Key Deliverables  Income:   1. Work closely with the CRY team to define income and profitability targets and operationalise the plans for achieving the same.   2. Ensure income and profitability targets are met; manage profitability across diverse income streams such as acquisition, retention and ECS streams   3. Understand the retention donor segmentation parameters and put in place strategies to enhance donor retention rates across segments.   4. Put into place focused telecalling acquisition progamme:   5. Drive expansion to other cities, newer target audiences, and additional backend processes  Scope out venues for the set up  Recruit the team  Set organisational processes in place  Monitor the project manager and his team  Set income and profit targets  6. Prepare formal business updates on a monthly basis or as required.  7. Implement tele-calling as well a Feet on Street models to achieve incomes   Compliance:   1. Ensure compliance to regulatory agency guidelines and standards especially with reference to DNC   Personnel management/human resources:   1. Oversee accurate assessment of staffing requirements and oversee implementation of recruitment, on-boarding and training processes.   2. Cultivate employee engagement and positive employee relations environment through robust and regular employee communications, performance feedback accountability and effectiveness, and reward and recognition culture focused employee development.  Quality:   Ensure effective relationship building with donors - put in place processes to monitor quality of donor engagement, operational processes and performance monitoring.   Employees Supervised:   Direct: 3 Centre Heads: West, North and South.   Indirect: Tele-calling, FOS, HR, Quality and Database Management teams across 3 centres   Formal Education:   Graduate or post graduate degree in sales/ business administration  Experience:  10-15 years of which at least the past 4-5 years in setting up and running fairly large call centre operations. Should have a complete understanding of all aspects of the industry.

Mumbai

CRY - Head - Operations - Call Centre 

CRY - Head - Operations - Call Centre  ,Job Description for CRY - Head - Operations - Call Centre  in Child Rights and You in  Mumbai for (10-16) years of experience. Apply Now!

Job Description for CRY - Head - Operations - Call Centre  in Child Rights and You in  Mumbai for (10-16) years of experience. Apply Now!