Position: Head – IT (Call Center Division)
Department: IT
Location: Gurugram
Reports to: Head of Technology
Employment Type: Full-time
We are seeking a seasoned and strategic IT leader to head the IT function for our Call Center Division. This role will be responsible for overseeing and aligning all IT infrastructure, systems, and support services that empower and optimize telesales operations. The ideal candidate must bring deep experience in managing dialer systems, stakeholder relationships, IT governance, vendor management, and audit compliance. This is a senior-level leadership role that requires a blend of technical expertise, operational execution, and business acumen.
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Lead and manage the IT team dedicated to supporting the Telesales Division.
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Ensure robust, secure, and scalable IT infrastructure is in place to support high-volume telesales operations.
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Oversee implementation, maintenance, and optimization of dialer systems (predictive, progressive, preview) and telephony platforms (e.g., Avaya, Genesys, Ameyo, etc.).
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Drive automation and innovation across telesales systems to enhance performance and reduce downtime.
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Ensure real-time monitoring, reporting, and analytics capabilities are available and reliable.
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Act as the primary IT representative for the Telesales leadership team.
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Collaborate with cross-functional senior leaders (Sales, Operations, Compliance, etc.) to align IT initiatives with business goals.
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Provide regular updates to the executive leadership team on project status, risks, and opportunities.
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Translate business needs into IT strategies and initiatives.
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Manage relationships with IT service providers, software vendors, telecom providers, and dialer partners.
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Lead vendor evaluations, negotiations, and performance reviews to ensure optimal service delivery.
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Ensure all IT services comply with internal policies, data privacy laws, and regulatory standards.
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Oversee and coordinate internal and external IT audits and ensure prompt closure of audit findings.
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Maintain documentation, SOPs, and governance frameworks.
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Education: Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, or related field.
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Experience: Minimum 10-15 years of relevant experience with at least 5+ years in a leadership role managing IT for a telesales or contact center setup.
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Proven experience with dialer systems (e.g., Ameyo, Genesys, Avaya) and telecom infrastructure.
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Strong understanding of call center metrics, KPIs, and how IT systems impact performance.
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Experience in managing IT budgets, vendor contracts, SLAs, and cross-functional teams.
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Sound knowledge of IT governance, security protocols, and audit processes.
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Exceptional leadership, communication, and stakeholder management skills.
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Experience in BFSI, BPO, Telecom, or high-volume telesales environments.
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Certifications in ITIL, PMP, or similar frameworks are a plus.
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Hands-on approach with a strategic mindset.
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Ability to work in a fast-paced, target-driven environment.
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Opportunity to work at a strategic leadership level.
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Collaborative, high-growth environment.
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Competitive compensation and benefits package.
