Business Head - Contact Center

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