Call Centre Head

Bull's Eye Consulting Partners
  • Delhi, Gurgaon
  • 40-50 lakh
  • 15-20 years
  • Views
  • 15 Nov 2016

  • Senior Management-Operation

  • Telecom/ Mobile Operator/ ISP/ Telecom Vendor
Job Description

Key Responsibility Areas:

There will be three types of calls / emails / chats on website / other communications this desk will be responsible for like Inbound calls from customers and internal teams and outbound calls to customer.

Planning and Development Effectiveness

- Support the Review of Call Centre Strategy and planning mechanisms.

- Identify opportunities for major improvement and support the Business Case development to facilitate the change implementations.

- Complete periodical review of Centre to benchmark performance and improvement opportunities.

- Introduce and supervise the use of best practice process methodologies to improve results.

Operational Management

- Day to day performance management in the call for speed, efficiency, sales and quality

- Overview action plan development in order to improve results in line with goals/targets.

- Develop a focus on Customer Satisfaction and Customer Centricity via the introduction of Quality Assurance and Customer Surveys, etc.
- Maintaining up-to-date knowledge of industry developments and involvement in networks

- Monitoring random calls to improve quality, minimize errors and track operative performance

Relationship Management

- Establish and maintain cordial and professional business relationships with colleagues and external providers. Create a `client focused' performance culture within the team

- Develop the staff member under your support to ensure professional growth and standards are met.

Candidate Profile:

- 15 – 20 years of experience is required, minimum of 5 years in a senior operations /management role in a call centre

- The ideal candidate will come from a strong customer oriented logistics services or business management background.

- Ability to define product value propositions and differentiators.

- Be willing to travel as required and work a flexible schedule

- The candidate should have a Master’s Degree (with specialization in Management/Sales/Marketing/Operations) from a top institution


- Outstanding written and oral Communication Skills

- Polished presentation and interpersonal skills.

- Must possess top level business management, interpersonal, and facilitation skills.

- Good financial and business sense and with Logical and Lateral Thinking Abilities

- High degree of personal integrity and strong ability to work collaboratively and effectively in a fast-paced, flexible, team based environment.

- Strong ability to prioritize key initiatives, develop business cases for budgets and resource investments and align multiple operating units towards common business development goals.

- Needs good knowledge of Microsoft Office and Windows-based computer applications.

Competencies/Skill sets for this job

Customer Service Inbound Outbound Planning And Development

Job Posted By

Brahmleen Kaur
Sr Partner - Talent Acquisition

About Organisation

Bull's Eye Consulting Partners