Call Center Operations Manager Head – Outbound B2B Sales
Location:
Santacruz (W), Mumbai (On-site)
Job Type:
Full-time
Compensation:
₹6–15 LPA
(fixed) + performance-linked incentives (commensurate with scale-up outcomes)
About Us
Fashion TV is the world’s largest fashion brand and a leading luxury fashion and lifestyle media house. Founded in 1997 by Mr. Michel Adam Lisowski in France, Fashion TV operates a widely distributed satellite channel with over 31 satellites and 2,000 cable systems, reaching more than 2 billion viewers across 193 countries. With a commitment to excellence in fashion and lifestyle broadcasting, Fashion TV continues to set the highest standards in the industry.
Key Statistics
- 2 billion viewers
- 250 cable satellites
- 193 countries
- 500 million households
- 10 million public TV sets in public places
- 5 million monthly website screen viewers
- 500k app subscribers and 35k installations per month
- 65 million views on YouTube channel
- 4 million+ Facebook likes and 12 million weekly views
- 300k Instagram followers with 125k organic reach per month
FashionTV India Private Limited collaborates with aspiring entrepreneurs to launch multiple businesses across various fields through franchising, licensing, events, media, concepts, and city partnerships.🔗 https://company.fashiontv.com/Role OverviewOwn the
end-to-end build
of a high-velocity
outbound B2B calling organisation
: technology, process, talent, targets, and governance. You have
5–10 years
in BPO/call-center leadership and have
previously set up or scaled
an outbound engine (preferably from brand-name BPOs). You’ll design the operating model, recruit and coach teams, implement CRM + dialer stack, and deliver
predictable pipeline and conversions
.What You’ll Build & Run
Setup & Infrastructure
- Stand up an outbound floor: dialer selection (progressive/predictive), call routing, QA, compliance, MIS.
- Define SLAs, playbooks, call flows, and escalation matrices.
People & Performance
- Hire Team Leads/Agents in waves; institute nesting, side-by-side coaching, and calibration.
- Drive a performance culture with clear KPIs: dials, connects, talk-time, appointments set, SQLs, conversions, revenue per rep.
Process & CRM
- Own CRM architecture, data hygiene, lead allocation, cadences, dispositions, and dashboarding.
- Standardize scripts, objection handling, and A/B testing for message-market fit.
Targets & Governance
- Build monthly/quarterly plans; forecast capacity vs. targets; run daily huddles and weekly reviews.
- Publish actionable MIS to leadership; trigger interventions on lagging funnels.
Cross-Functional
- Partner with Marketing for list strategy and campaigns; align with Sales on ICP, qualification, and meeting SLAs.
Must-Have Experience
- 5–10 years in BPO/call center operations with outbound sales leadership.
- Proven record setting up/scaling an outbound process (team size, KPIs, tools, outcomes).
- Strong command of dialers, CRMs, QA frameworks, WFM, and analytics.
- Demonstrated ability to hire, ramp, and retain high-performing teams in Mumbai.
- Crisp verbal/written communication and stakeholder management.
Strong Plus (shortlisting priority)
- Tenures at Teleperformance, Capita, Accenture Operations, Wipro BPO, Concentrix, Tech Mahindra BPS, Sutherland, Firstsource, Infosys BPM, TCS BPS, or comparable tier-1 BPOs.
- Built B2B programs (appointment setting, inside sales, account qualification) for premium or enterprise clients.
Success Metrics (first 90–120 days)
- Go-Live: Floor operational with dialer+CRM, SOPs, QA, reporting.
- Team: 2–4 TLs hired; 12–25 agents hired, trained, and nested.
- Funnel Health: Benchmarked connect %, meeting set rate, and SQL quality; weekly improvement via testing.
- Compliance & QA: ≥95% logging accuracy; calibrated call scoring; audit-ready processes.
Compensation & Benefits
- ₹6–15 LPA fixed (based on pedigree and demonstrated scale-up experience) + performance incentives tied to funnel KPIs and revenue.
- Autonomy to architect the function end-to-end.
- Brand platform, senior exposure, and rapid growth opportunities.
How to ApplyEmail:
hr@ftv.ind.in
WhatsApp:
+91 72089 34896
Subject:
Application – Call Center Operations Head (Outbound B2B)
Please Include (mandatory For Shortlist)
- Current CTC & Expected CTC
- Notice period / earliest start
- Team size built & managed (TLs/Agents) + tools used (dialer/CRM)
- 2–3 quantified achievements (e.g., connect %, appointments/rep/day, conversion uplift, revenue impact)
- Mumbai work authorization and ability to work on-site at Santacruz (W)
Skills: sales,b2b,crm,operations,bpo,leadership,mumbai,business process outsourcing (bpo),team leadership,team management,outbound marketing,agents,revenue,ctc
