AGM - Call Centre

Ninety1 Global Consulting is honored to be partnering with a reputed client that is a leading name in Soft-skills training. We are currently seeking a Chief Operating Officer (COO) for this client, based in Gurugram. As the COO, you will be responsible for overseeing the operations of a 700-seat outbound call center, ensuring high productivity through control, monitoring, analysis, and system review. You will be tasked with determining operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Additionally, you will define user requirements, establish technical specifications, and set production, productivity, quality, and customer service standards. Your insights and analyses will contribute to organizational strategic plans and reviews. In this role, you will develop call center systems by designing customer interaction and voice response systems, voice networks, and user interfaces. You will also be responsible for developing and executing user acceptance test plans and overseeing implementations. Monitoring system performance, identifying and resolving issues, preparing action plans, conducting system audits, and managing improvement and quality assurance programs are key aspects of maintaining and enhancing call center operations. As the COO, you will lead the human resource initiatives of the call center by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees. You will administer scheduling systems, communicate job expectations, evaluate job contributions, review compensation actions, and ensure compliance with policies and procedures. Furthermore, you will prepare performance reports by collecting, analyzing, and summarizing data and trends to drive continuous improvement and operational excellence. **Work Experience:** 13 years - 20 Years **Industry Exposure Required:** - Hands-on experience in domestic outbound sales process - Experience in outbound call center sales process - Minimum 6-8 years of experience - Minimum number of agents handled: 200+ **Salary:** 20-25 LPA,