Head of Call Center Operations

Job Description Role: Head of Call Center Operations Location: Bangalore (preferred) Experience: 8–15 years A. Role Objective To build, operationalize, and scale Finkraft’s outbound/inbound calling and field operations engine for invoice retrieval across airlines and hotels, ensuring high productivity, SLA adherence, and minimal manual dependency through systemization and automation.

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Key Responsibilities

1. 0→1 Setup & System Design Design end-to-end call center architecture Inbound + outbound workflows Escalation ladders Follow-up cadences Select and implement calling tools (e.g., My. Operator, Exotel, cloud telephony stack) Build CRM + calling + analytics integration layer Define call scripts, SOPs, and training frameworks
2. Team Building & Org Design Hire and structure a 20–25 member team : Callers / agents Team leads QA / trainers Define span of control & reporting hierarchy Create onboarding, training, and certification programs
3. Operations & Performance Management Own daily operations: Calls made, connected, converted Hotels/airlines contacted vs responded Define and track core KPIs: Contact rate Conversion rate (invoice received %) TAT (time to retrieval) Productivity per agent Build dashboards (Zoho / BI tools)
4. Workflow & SLA Ownership Define clear SLAs : First contact SLA Follow-up frequency Closure timelines Ensure zero ambiguity in ownership Create automated workflows to reduce manual tracking
5. Technology & Automation (Critical for your use case) Implement: Auto-dialers Email + call sequencing Ticketing integration Introduce AI-led interventions : AI calling agents (for first touch / reminders) Auto call summaries Smart prioritization of leads Reduce dependency on human follow-ups over time
6. Quality Assurance & Process Excellence Set up QA framework: Call audits Script adherence Outcome-based scoring Drive continuous improvement: Identify bottlenecks (non-responsive hotels, bad data, etc.) Recommend process/product changes
7. Field Operations (if required) Design and manage on-ground agent workflows Optimize: Visit prioritization Route planning Conversion tracking
8. Cross-functional Collaboration Work with: Product team → system automation Data team → reporting + triggers BA team → client dependencies Requirements Must Have: 8–15 years in BPO / call center operations Experience setting up teams (15–50 agents) from scratch Hands-on with: Cloud telephony (Exotel, My. Operator, Knowlarity, etc.) CRM + ticketing tools Strong understanding of: Dialers, call routing, IVR KPI design & reporting Good to Have: Experience with AI calling / automation tools Exposure to collections / recovery / vendor follow-up processes Experience in