Head - Call Centre Operations

We have urgent opening for Head Of Call Centre Operations for UK Based Mnc in Hyderabad

As Head Of Call Centre Operations, you will work with the senior management to define, set-up and manage the call centre operations with responsibility for building and managing a team of experienced BPO professionals. You will own the P&L and ensure a professional setup with industry best practices and protocols adhered to.

The ideal candidate will be a driven individual with an entrepreneurial spirit with a wealth of experience setting up, scaling and managing a call centre operation of 200 plus associates.

They will also have an in-depth understanding of lead generation business in education or relevant industries.

We are looking for a dynamic and driven individual who has the ability to think strategically and identify new revenue stream and processes to introduce.

The Head Of Call Centre Operations will report in to the India Director.

KEY ACTIVITIES & RESPONSIBILITIES

- Hire and manage initial team of 40 employees based in Hyderabad - with direct management of 3 team leaders and a training and quality manager.

- Developing and delivering a roadmap for full operations set up including latest technology and equipment stack.

- Define OKRs against timelines and set up appraisal review system.

- Create training modules and ensure efficient employees process onboarding and knowledge learning.

- Provide Operational leadership and direction to the team.

- Create team retention and empowering activities to reduce attrition.

- Establishing close relationship with the sales team in London.

- Agree and set up system processes with sales team and brand owners.

- Ensure compliance with regulation.

- Identify new opportunities to support the global teams and expand the operations.

- Work with partner agencies globally to brief and determine digital campaign strategies

- Meeting targets as set by the brands.

- Document (playbooks) process and workflows.

- Build reporting and ensure all reporting on brands and activity performance is delivered accurately, on time, and in a format that informs business decisions

- Deal with finance queries, reconciliation and ensuring all suppliers get paid on time.

- Work closely with other departments and ensure proactive planning and forecasting of resources.

QUALIFICATIONS, KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED :

Essential Desirable :

Qualifications/Education Educated to post graduate degree level, or equivalent experience.

Knowledge/Skills - Expert knowledge of lead generation industry.

- Possess exceptional leadership skills

- Guru in MS Office, especially Word, PowerPoint, and Excel

- Fluent and influential verbal and written communication skills

- The ability to work as an independent decision maker and think proactively.

- Solutions focused

- Commercially and financially astute

- Proven problem solving capability

- Ability to influence at senior level within an organization

- Comfortable with managing P&L

- Full understanding of modern technical

Experience - At least 12-15 experience in call center industry.

- Substantial experience in managing business process with over 100 agents.

- Experience in business process migration.

- Experienced in managing people with a focus on team wellbeing and professional development

- Experience of working in a fast-moving business

- Experience of managing change and implementing new initiatives

- Substantial experience of working in a management role

- Knowledge and interest about technology, marketing and communications.

- Excellent track record in delivering targets in large operations.

- Working in education sector.

- International BPO Experience a plus.

If you are interested please Apply/ call me @95815 99099.

Srinivas