Freelance Consultant : Call Center Operations

Our client, a leading retail motor vehicle company, is looking for an independent consultant who can deliver the following responsibilities :

• Identify operational inefficiencies, bottlenecks, or compliance gaps.
• Review and validate current Standard Operating Procedures (SOPs) and suggest improvements where required.
• Monitor and assess call flows, CRM journey mapping, and digital touchpoints.
• Advise on best practices to enhance performance, reduce turnaround time, and improve customer experience.
• Recommend technological enhancements and tools to support scalability and operational efficiency.
• Provide guidance on scaling up operations, both in terms of tech stack and human capital.
• Evaluate existing call center operations, including team structure, SOPs, workflows, and escalation mechanisms.
• Consultant would be expected to get

  plugged in our Gurgaon HQ

  to run the diagnostic and work shoulder to shoulder with the executive team during the 6-8 week period

Duration 6 to 8 weeks

Location- Gurgaon

Capacity - Full time

Skills Required

• 10+ years of experience in call center/BPO operations, with a focus on large-scale environments (2,500+ agents).
• Experience in sectors involving high-ticket products such as: Insurance, Mutual Funds, Real Estate, Automotive, Lending & Investment Products
• Prior experience with digitally-enabled operations and CRM-based customer journeys is a must.
• Demonstrated ability to operate at a strategic level, collaborating closely with leadership and cross-functional teams.
• Strong analytical skills, with a practical approach to diagnosing issues and recommending solutions.
• Tech-savvy, with familiarity in modern call center platforms, CRM tools, and workflow automation.