Lytegen - Head - Call Center Operations

About the Role :

- We are seeking a dynamic and strategic Head of Call Center Operations to lead, optimize, and scale our customer support and call center functions. In this leadership position, you will oversee daily operations, performance management, workforce planning, technology enablement, and process improvements across multiple teams. The ideal candidate is an experienced operations leader who excels at driving KPIs, elevating customer satisfaction, optimizing workflows, and building high-performing support teams.

- You will work closely with executive leadership to develop operational strategies, ensure service excellence, and support the companys overall growth and customer experience goals.

Key Responsibilities :

- Operational Leadership Oversee end-to-end call center operations, ensuring consistent delivery of high-quality customer service. Design, refine, and implement operational processes, SOPs, and performance standards.

- Drive daily, weekly, and monthly operational goals across inbound, outbound, chat, email, and escalation teams.

- Performance & KPI Management Monitor key performance metrics such as AHT, FCR, CSAT, NPS, SLAs, staffing levels, and productivity.

- Implement performance improvement plans and drive continuous optimization of service quality.

- Conduct root cause analyses to identify trends, operational gaps, and improvement opportunities. Team Management & Development Lead, mentor, and develop managers, supervisors, team leads, and frontline agents. Build a strong coaching culture focused on accountability, skill-building, and professional growth.

- Collaborate with HR on hiring, onboarding, training, and workforce development.

- Strategic Planning Develop short- and long-term operational strategies aligned with organizational goals.

- Evaluate new tools, technologies, and automation solutions to improve efficiency and customer experience. Work cross-functionally with Sales, Product, Operations, and Technology teams. Customer Experience Enhancement Ensure high-quality service delivery and customer satisfaction through policy and process improvements.

- Oversee escalation management, quality assurance programs, and voice-of-customer feedback loops.

- Create customer-centric strategies to reduce complaints and increase loyalty.

- Budget & Resource Management Oversee departmental budgets, staffing plans, technology investments, and operational expenses.

- Optimize workforce scheduling, capacity planning, and resource allocation.

- Compliance & Reporting : Ensure compliance with company policies, service standards, and industry regulations.

- Prepare and present detailed operational reports, insights, and recommendations to senior leadership.

Required Qualifications & Experience :

- 10 -15 years of experience in call center or customer experience operations.

- 5+ years in a senior leadership role managing large teams or multi-site operations. Strong understanding of call center technologies (CRM, ACD, dialers, IVR, QA tools, workforce management systems, etc.).

- Proven track record of driving operational KPIs, customer satisfaction metrics, and process improvements.

- Excellent leadership, people management, and communication skills.

- Strong analytical skills with the ability to interpret data and turn insights into operational actions.

- Experience with large-scale workforce management, resource planning, and budget oversight.

- Ability to lead in fast-paced, high-pressure environments while maintaining service excellence.

- Preferred Qualifications Experience managing multi-location or offshore call center operation