jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
28/04 Sweni
Founder & CEO at Synapse Search Partners

Views:222 Applications:68 Rec. Actions:Recruiter Actions:19

Business Head - Contact Centre - BPO/ITeS (8-15 yrs)

Mumbai Job Code: 919384

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 & growing far beyond your current horizon.

- Exposure to working with global teams and international experts.

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.