Head of Captive Contact Center

About DNT InfoConnect Services Private Limited (DNT)

DNT is the dedicated captive contact center for Axad Capital (Axad), operating out of Kolkata, India, alongside a sister center in the Philippines. All data processed by DNT is fully opted-in and generated exclusively through Axad’s owned and operated websites or purchased only from reputed data vendors, ensuring the highest levels of transparency and TCPA compliance. The dialer and VoIP infrastructure are provided by Axad under contractual arrangements that strictly adhere to both Indian and US laws.

About the Role

Kolkata, once a thriving business hub, has in recent years seen its reputation tarnished by the scam call centers — a situation so severe that the city/state administration has rightly taken decisive steps to shut many of them down forcing these centers to operate from outside the state of West Bengal. At DNT, we view this as a turning point and an opportunity to rebuild trust, restore the city’s credibility, and showcase Kolkata as a global hub for ethical, compliant, and world-class contact center services.

Head of Captive Contact Center

Key Responsibilities

• Provide strategic leadership and operational oversight of the captive contact center.
• Build, mentor, and inspire a high-performing team with a culture rooted in compliance, transparency, and accountability.
• Collaborate closely with Axad Capital leadership to align contact center operations with broader business objectives.
• Oversee workforce planning, training, and performance improvement programs.
• Monitor the dialer and VoIP systems to optimize efficiency, quality, and compliance.
• Foster continuous innovation in quality assurance, customer engagement, and operational excellence.
• Act as a visible leader championing DNT’s mission to restore Kolkata’s reputation as a trusted global contact center hub and maintain/build solid relationship with local and state administration.
• Ensure full adherence to both Indian and international compliance and regulatory standards.

Qualifications

• Bachelor’s degree (MBA preferred) with 8+ years in senior contact center leadership roles.
• Proven track record in managing outbound sales and compliance-driven operations (insurance or legal sector strongly preferred).
• In-depth knowledge of compliance frameworks and regulatory standards for call centers.
• Strong leadership, communication, and problem-solving skills with the ability to inspire and lead change.
• Must be based in Kolkata or willing to relocate.

Compensation

• Competitive compensation package commensurate with experience.
• Performance-based incentives and career growth opportunities for the right candidate.
• Relocation support may be offered for exceptional candidates.

Hours of Operations

• Aligned with US working hours (10AM EST to 7PM EST).