Head - Contact Center

Role: Head - Contact Centre (Sales & Customer Value Growth)

Location: Noida

Reporting to: Business Head

Role Purpose

The Center Head will own and build a highperformance outbound contact centre focused on existing customers, with two core objectives:

1. Customer lifecycle engagement – welcome calls
2. Revenue & Lifetime Value (LTV) growth – crosssell, upsell, renewals and repeat conversions

The role is accountable for stabilising, streamlining, and scaling endtoend sales operations, ensuring predictable revenue delivery, disciplined execution, and a strong floor culture aligned to the company's growth ambitions.

Key Responsibilities

1. Sales & Revenue Ownership

• Own endtoend sales outcomes across outbound telesales, renewals, crosssell and upsell campaigns
• Translate the Boardapproved business plan into weekly/monthly revenue targets, agent goals, and execution cadence
• Drive Revenue per Agent, Conversion Rate, and Customer Lifetime Value (LTV) as primary metrics

2. Process Design & Governance

• Design, implement, and continuously refine:
• SOPs, playbooks, and call frameworks
• Welcome call & lifecycle engagement flows
• Crosssell / upsell scripts aligned to customer needs and compliance standards
• Establish SLAs, escalation matrices, and operating rhythms to ensure process discipline at scale
• Ensure process readiness for rapid business growth and campaign launches

3. Team Leadership & Floor Excellence

• Build and lead a multilayered floor structure (agents, team leads, managers)
• Coach managers and TLs on:
• Performance management
• Sales productivity
• Quality & behavioural standards
• Create a highaccountability, highengagement sales culture with clear expectations and recognition mechanisms

4. Productivity, Quality & Compliance

• Drive continuous improvement in:
• Talk time optimisation
• Conversion efficiency
• Dropoff reduction
• Own quality frameworks, audits, and compliance adherence (especially for regulated / customersensitive products)
• Ensure ethical selling practices and customer trust at every touchpoint

5. Technology, MIS & Data Accuracy

• Own effective utilisation of:
• CRM
• Dialer systems
• Call recordings & QA tools
• Ensure:
• Clean data hygiene
• Accurate MIS, dashboards, and revenue reporting
• Forecast reliability and early risk flags to leadership

6. Stakeholder & Leadership Communication

• Provide structured, datadriven updates to leadership on:
• Revenue performance vs plan
• Risks, bottlenecks, and corrective actions
• Hiring, rampup, and capacity utilisation
• Partner closely with Business, Product, and Marketing teams to optimise campaigns and customer propositions

Success Metrics (Clearly Owned by the Role)

• Revenue delivery vs monthly/quarterly targets
• Agent productivity (revenue per agent, conversions per hour)
• LTV uplift from existing customer base
• Process stability and QA/compliance scores
• Accuracy and predictability of MIS & sales forecasts
• Attrition and performance distribution (top vs bottom quartile)

Candidate Profile

Experience

• 10–15 years in contact centre sales operations
• Minimum 5+ years in a senior leadership role managing large outbound sales teams
• Proven experience in scaling highvolume telesales operations (BFSI, Insurance, Healthcare, Consumer Services, or similar preferred)

Core Capabilities

• Strong floor leadership with visible execution bias
• Deep understanding of sales productivity drivers and LTVled growth
• Experience managing CRM, dialers, campaign funnels, and MIS rigor
• Ability to balance speed, quality, compliance, and customer experience

Leadership Traits

• Ownership mindset — treats the centre like a business, not a cost unit
• Datadriven yet peoplecentric
• Comfortable operating in highgrowth, evolving environments
• Respected floor presence; leads from the front