Head of Call Center

Head – Call Center Operations Role Summary The Head – Call Center Operations is a strategic leadership role responsible for overseeing the end-to-end operations of the call center in alignment with the organization’s goals. This individual will drive customer satisfaction, operational efficiency, and compliance while ensuring seamless communication and support for customers across multiple channels. This position is pivotal in driving process improvements, implementing innovative solutions, and maintaining a customer-centric approach to establish the organization as a leader in customer service excellence. KEY RESPONSIBILITIES Strategic Leadership

• Develop and implement the overall strategy for call center operations, aligning with the company's goals for customer service, collections, and sales.
• Develop strategies focused on enhancing customer satisfaction and loyalty while balancing operational efficiency and cost-effectiveness.
• Anticipate and address potential risks to operations, such as changes in market conditions, regulatory compliance, or technological disruptions.
• Develop mechanisms to incorporate customer feedback into strategic planning, using insights to refine services and processes.
• Cultivate a culture of accountability, innovation, and customer focus within the call center to align with the company's values and goals.

• Lead and manage inbound and outbound call center operations, ensuring efficient handling of customer queries, complaints, and sales-related calls.
• Implement and monitor quality assurance (QA) frameworks to ensure consistent service delivery.
• Drive the adoption of technology and automation to improve call center efficiency and reduce costs.
• Establish and maintain robust Standard Operating Procedures (SOPs) for all call center processes, ensuring clarity and consistency across operations.
• Collaborate with IT teams to ensure the reliability, security, and scalability of telephony and CRM systems

• Ensure a superior customer experience by implementing best practices in call handling, query resolution, and escalation management.
• Track and analyze customer feedback through surveys, Net Promoter Scores (NPS), and Customer Satisfaction Scores (CSAT) to refine service processes and address gaps proactively.
• Develop and manage a robust customer grievance redressal mechanism to ensure timely resolution of complaints and escalations.
• Leverage data analytics to identify common pain points in the customer journey and implement corrective actions

• Lead, mentor, and motivate a team of call center managers, supervisors, and agents.
• Develop and execute robust training programs to upskill the team on products, compliance, customer service techniques, and advanced communication skills.
• Conduct regular performance reviews to provide constructive feedback, identify development areas, and set actionable improvement plans.

• Ensure adherence to regulatory and compliance requirements in all call center activities.
• Monitor fraud prevention measures, including verification processes, data protection mechanisms, and anomaly detection tools, to address potential risks in customer interactions.
• Develop and implement a compliance monitoring framework to regularly audit call center processes and ensure alignment with industry standards.
• Work with technology teams to maintain secure and compliant IT systems, including call recording, CRM platforms, and data storage solutions.

• Monitor and analyze customer feedback data (CSAT, NPS) to identify areas for improvement and measure the effectiveness of corrective actions.
• Track and report cost-efficiency metrics, such as cost per call and cost per resolution, to optimize operational expenses.
• Ensure data accuracy and integrity in all reports and dashboards by integrating automated data validation processes.

• Customer Service Excellence
• Leadership and Collaboration
• Resilience and Problem Ownership
• Compliance and Risk Management
• Proactive and Innovative Thinking
• Attention to Detail
• Accountability and Integrity

• 10-15 years of experience in customer service, call center operations, or related areas, preferably in financial services, NBFCs, or banking sectors.
• Minimum 5+ years in a senior managerial role leading large teams, including managers, supervisors, and agents.
• Proven track record of working in the financial services domain, handling customer queries, complaints, and escalations related to financial products like loans, credit, or investments.