Job
Description
Job Title: Head Contact Center Designation: AGM / GM Location: Secunderabad (Hyderabad) Job Summary : We are seeking a highly experienced and dynamic Head of the contact Center to lead and manage our on-site operations in Hyderabad. The ideal candidate will have a proven track record in project and call center leadership, process optimization, revenue, and KPI management, driving conversions, and call center data understanding and data management. This role requires deep expertise in contact center technology and the ability to drive exceptional customer engagement and satisfaction. Additionally, the candidate must excel in driving outbound sales processes, meeting ambitious sales targets, and developing effective sales strategies to maximize revenue. Key Responsibilities: 1. Operations Management: Manage work-from-office (WFO) ecosystems to enhance productivity and operational efficiency. Implement best practices to ensure high-quality service delivery and customer satisfaction. Oversee daily operations, ensuring compliance with company policies and industry regulations. 2. Project & Call Center Leadership: Lead and direct multi-product support projects with seamless CRM, ERP, and telephony integration. Foster a culture of continuous improvement and innovation within the team. Mentor and develop team members, promoting a high-performance culture. 3.Process Optimization & Automation: Design and implement streamlined workflows and automation to improve efficiency, consistency, and scalability. Utilize advanced analytics to identify and address process bottlenecks. Drive initiatives to enhance operational excellence and reduce costs. 4.Revenue & KPI Management: Lead omni-channel sales efforts, ensuring the lowest overheads and highest profitability. Drive customer engagement and consistently deliver on given targets through optimized processes and team accountability. Develop and implement strategies to maximize achievements and KPI & KRAs. 5.Conversions: Develop and execute strategies to drive conversions and achieve ambitious sales targets. Monitor and analyse conversion metrics to continuously improve performance. Collaborate with marketing and sales teams to align efforts and optimize results. 6.Outbound Sales Process: Drive outbound sales processes, ensuring the team meets and exceeds sales targets. Develop and implement effective outbound sales strategies to generate leads and close deals. Monitor and analyze outbound sales performance, making data-driven adjustments as needed. 7.Contact Center Technology: Expertise in working with major global CRMs, HIS, EMR, and telephony systems. Manage telephony back end, large data sets, and application integration with complex automation. Stay updated with the latest advancements in contact center technology and implement relevant innovations. 8.Data Understanding & Management: Demonstrate advanced expertise in call center data understanding and data management to drive informed decision-making and operational improvements. Leverage data analytics to enhance customer experience and operational efficiency. Ensure data integrity and security, complying with data protection regulations. Expectations: Proven experience in managing large-scale on-site operations. Exceptional leadership skills with a track record of directing multi-product support projects. Expertise in process optimization, automation, and advanced analytics. Demonstrated ability to drive significant revenue growth, meet KPI targets, and achieve high conversion rates. Proficiency in contact center technology and systems integration. Excellent understanding of call center data and data management. Strong strategic thinking and problem-solving skills. Excellent communication and interpersonal skills. Must be fluent in Telugu, English, and Hindi. Familiarity with Andhra Pradesh and Telangana demographics is highly desirable. Skills: Leadership and team management Strategic process management Advanced process optimization and automation KRAs and KPI management High-impact conversion strategies Outbound sales process management Call center data understanding and data management Technical proficiency in CRM, HIS, EMR, telephony systems, and data integration Strong analytical and decision-making abilities Experience: Minimum of 10-15 years of experience in contact center management. Proven track record of managing large-scale operations and delivering exceptional results. Experience in the healthcare or fertility industry is a plus.
