Head - CRM/Contact Centre Operations

Experience required: 10 - 15 years of total experience in Contact Centre / Call Centre Operations

Educational Qualification: Graduation/PG

Role Overview:

The Head - CRM / Contact Centre Operations will lead end-to-end call centre performance, driving lead conversion, team productivity, and revenue outcomes. The role is responsible for managing inbound and outbound enquiries, improving conversion ratios, ensuring call quality and delivering data-driven insights through MIS and analytics.

Key Responsibilities:

Contact Centre Operations Leadership:

- Managed teams of 50150+ tele-calling executives.

- Experience handling multi-location call centre operations.

- Exposure to both inbound enquiry management and outbound conversion campaigns.

- Strong experience in workforce planning, rostering, and capacity management

Conversion & Revenue-Focused Experience:

Proven track record in improving:

- Lead-to-appointment ratios

- Appointment-to-registration conversion

- Revenue contribution through call centre

- Experience in handling high-value services with longer decision cycles (Healthcare, IVF, Hospitals, Insurance, Real Estate, Education, Banking).

- Strong funnel analysis and drop-off correction capability.

Call Quality & Monitoring:

Hands-on experience in:

- Call barging and live monitoring

- Quality scorecard design

- Compliance audits

- Script optimization

- Experience in setting up QA frameworks and improving call quality scores.

- Coaching team leaders based on call analytics.

Lead & CRM Systems Expertise:

Strong exposure to:

- CRM tools (Salesforce, LeadSquared, Zoho, Freshdesk, etc.)

- Dialer systems (Predictive / Progressive / Manual dialers)

- Lead allocation logic & routing frameworks

- Experience in automation of workflows and reducing manual intervention.

MIS, Analytics & Reporting:

Strong experience in:

- Designing daily / weekly / monthly performance dashboards

- KPI tracking (AHT, TAT, Conversion %, Productivity, Shrinkage)

- Revenue forecasting through call data

- Data-driven decision making and trend analysis.

Performance Management:

- Designing incentive plans linked to performance

- Strong performance management and attrition control experience.

Knowledge Requirement:

1. Exposure to setting up call centres from scratch

2. Experience in automation & digital integration

3. Knowledge of CRM initiatives & Operations

4. Knowledge of HTML, Photoshop, Adobe creative suite, basic concepts of web-designing.

5. High-level proficiency in MS Excel, PowerPoint, and Word.