Job
Description
Position Title: Head Call Center Operations Location: Bangalore Experience Required: Minimum 12 years Reports To: CTO Department: Customer Engagement / Central Operations Position Overview: Barbeque Nation is looking for a dynamic and experienced Head of Call Center Operations to lead our centralized customer support function. This leadership role will be responsible for managing inbound and outbound operations , driving exceptional customer experience , and leveraging customer insights to influence business strategies across departments. The ideal candidate will come with strong operational rigor, deep understanding of BPO/contact center models, and a passion for creating a customer-first culture . Key Responsibilities: Strategic & Operational Leadership Build, lead, and scale a high-performing call center team (voice, chat, email). Set goals, SLAs, and KPIs to ensure excellence in customer service delivery across all touchpoints. Oversee both inbound and outbound campaigns , including reservations, feedback collection, delivery support, loyalty, and promotional calls. Customer Insight & Internal Collaboration Analyze customer feedback, complaints, and recommendations to identify key trends and improvement areas. Prepare actionable reports and share insights with internal stakeholders operations, marketing, culinary, delivery, etc. Be the voice of the customer in business meetings and help align services/products to expectations. Performance Management & Dashboards Manage real-time dashboards and track metrics like CSAT, FCR, AHT, conversion rates, and abandonment rates. Drive continuous improvement and efficiency in operations using analytics and benchmarking. Team Development & Leadership Lead a large, diverse team including supervisors, team leads, and agents across shifts and regions. Design training, quality assurance, and incentive programs to build skills and boost performance. Technology, Tools & Compliance Collaborate with IT to deploy the latest in CRM, IVR, dialers, WFM, chatbots, and automation tools . Ensure compliance with data security, privacy, and customer handling standards. Qualifications & Skills: 15+ years of experience in call center / BPO / customer operations, with at least 5 years in a leadership role . Demonstrated ability to lead large teams and manage high-volume operations. Strong experience in customer service metrics, quality monitoring, and process optimization. Ability to translate customer data into business action through collaboration and influence. Experience in the hospitality, retail, QSR, or service sectors preferred. Strong communication, problem-solving, and cross-functional collaboration skills. Tech-savvy; adept with CRM systems, analytics tools, and cloud-based contact center platforms. Why Join Us? Be the custodian of customer experience at one of India’s most loved hospitality brands. Influence decisions across the organization through customer insight-driven leadership . Opportunity to build future-ready contact center operations and digital service capabilities.
