Role Summary: We are looking for a skilled Head of Business for Contact Center 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 center. - Keeping a close eye on business expense parameters and drivers to have a cost-effective vertical. - Understand the vision of the organization and set up best practices by working closely with the stakeholders. - Identify the metrics for the call center 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 function s like Compliance, Training, Dialler Management, Workforce Management etc. - Responsible for daily lead generation goals from the team and analyzing the gaps, if any. - Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. - Deliver the call center performance report by collecting, analyzing, and summarizing data and trends. - Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures. - Drive consistent professional improvement through workshops, tracking call center 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 the HR department in the recruitment process by interviewing potential hires and outlining business expectations for other HR requirements. - Collaborate with the Tech team to develop call center systems for reporting and visibility. Plan, develop and test the active systems and identify areas of improvement. - Management presentation on a monthly basis. Exposure and Skills Required: - Proven experience of 8+ years working for a call center. - Minimum 5+ years of experience in leading or building the call center team for Sales/ Retention/ Collections / L ead G eneration process. - Proven prior track record of scaling up a contact center. - Experience in performance evaluation and customer service metrics. - Hands-on experience in reporting and budgeting procedures. - Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.). - Proficient in MS Office and call center equipment/software programs.- Job Description : Contact Centre - Business Head - 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 What's in it for you? - Work in a fast-paced entrepreneurial setup with high growth potential and build the team. - Opportunity to be a process owner to redefine The Legal Helpers process. - Learning &amp; growing far beyond your current horizon. - Exposure to working with global teams and international experts.

Mumbai

Business Head - Contact Centre - BPO/ITeS 

Job Description for Business Head - Contact Centre - BPO/ITeS  in Synapse Search Partners in  Mumbai for (8-15) years of experience. Apply Now!