Head of Call Center Operations

Job Description

Role: Head of Call Center Operations

Location: Bangalore (preferred)
Experience: 815 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.

B. Key Responsibilities

1. 01 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., MyOperator, 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 2025 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:

• 815 years in BPO / call center operations

• Experience setting up teams (1550 agents) from scratch

• Hands-on with:

• Cloud telephony (Exotel, MyOperator, 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 process transformation or scaling ops