Your Role :   Purpose :   Strategic planning and execution of call centre operations across 3 cities that enables us to :   - Drive retention incomes from existing donors and enhance relationships   - Acquire new donors through one time and committed giving .   Primary Responsibilities :   - Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call  - Responsible for development and administration of VFC budgets to attain business goals with operational stability,  - Deliver results against a defined scope of work that includes measurable profitability, performance reporting, and quality management and target achievement.   - Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, staffing levels and supervision,  Key Deliverables :   Income :   - Work closely with the CRY team to define income and profitability targets and operationalise the plans for achieving the same.   - Ensure income and profitability targets are met; manage profitability across diverse income streams such as acquisition, retention and ECS streams   - Understand the retention donor segmentation parameters and put in place strategies to enhance donor retention rates across segments.   - Put into place focused telecalling acquisition progamme:   - Drive expansion to other cities, newer target audiences, and additional back end 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  - Prepare formal business updates on a monthly basis or as required.  - Implement tele calling as well a Feet on Street models to achieve incomes   Compliance :   - Ensure compliance to regulatory agency guidelines and standards especially with reference to DNC   Personnel management/human resources:   - Oversee accurate assessment of staffing requirements and oversee implementation of recruitment, on-boarding and training processes.   - 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

Mumbai

CRY - Head - Call Centre Operations 

CRY - Head - Call Centre Operations  ,Job Description for CRY - Head - Call Centre Operations  in Child Rights and You in  Mumbai for (15-18) years of experience. Apply Now!

Job Description for CRY - Head - Call Centre Operations  in Child Rights and You in  Mumbai for (15-18) years of experience. Apply Now!