Position Overview -

The position will be responsible for establishing and operationalising the companys new BPO/Contact Centre from scratch, covering office infrastructure, seating and furniture, technology, software, manpower, processes, training and operational readiness.

Experience Required -

1015 years of total experience, with at least 5+ years in BPO/Call Centre/Contact Centre operations. Experience in setting up and launching a new BPO/Contact Centre from the ground up is mandatory.

Key Responsibilities -

1. BPO Setup & Infrastructure

- Plan and execute the complete BPO setup from scratch.
- Plan office space, workstation layout, seating capacity, cabins, meeting rooms, training rooms, reception and other facilities.
- Coordinate with vendors for workstations, chairs, furniture, electrical, networking, CCTV, access control, UPS and power backup.
- Prepare infrastructure requirements, CAPEX and setup budgets.

2. Technology & Software

- Identify and implement the technology required to operate the BPO.
- Select and implement CRM, Contact Centre software, Dialer, IVR, Call Recording, Ticketing, Workforce Management and Reporting tools.
- Set up computers, headsets, LAN, Wi-Fi, telephony infrastructure and related systems.
- Coordinate with IT and software vendors for implementation, integration and support.
- Ensure appropriate data security, user access controls and call/data recording requirements.

3. Customer Support & Sales Operations

- Design processes for inbound customer support, outbound calling, sales, lead management and complaint resolution.
- Develop SOPs, call flows, escalation matrix and service standards.
- Define and monitor KPIs, SLAs, AHT, FCR, conversion rates, CSAT, call quality and productivity metrics.
- Establish MIS and daily,



weekly and monthly performance reporting.

4. Recruitment & Team Setup

- Prepare manpower requirements and the BPO organisational structure.
- Work with HR to recruit Team Leaders, Customer Support Executives, Sales Executives, Quality Analysts, Trainers, MIS Executives and other required staff.
- Develop induction, training and nesting processes.
- Plan shift structures and workforce requirements.

5. End-to-End Project Management

- Own the complete BPO launch process from concept and infrastructure to technology, recruitment, training, pilot and Go-Live.
- Coordinate with HR, IT, Admin, Finance, vendors and management.
- Prepare project timelines, budgets and implementation plans.
- Ensure the centre is operational within the approved timeline and budget.

Candidate Requirements

- 10 to15 years of total experience, preferably in the BPO/Call Centre/Contact Centre industry.
- Minimum 5 years of experience in BPO operations management.
- Mandatory experience in setting up a new BPO/Call Centre from scratch.
- Strong understanding of CRM, dialers, IVR, telephony, call recording and contact centre technology.
- Experience in office/infrastructure planning and vendor management.
- Experience in customer support and inbound/outbound sales operations.
- Strong knowledge of SOP development, SLA/KPI management, quality management and MIS.
- Experience managing large teams and multi-shift operations.
- Solid project management, vendor management and stakeholder management skills.
- Ability to independently take ownership of the complete BPO setup and Go-Live.

Preferred Profile Candidates who have personally handled the launch of a BPO/Contact Centre, including infrastructure planning, technology selection, vendor coordination, manpower planning, process setup and operational Go-Live, will be preferred

📌 Head BPO Setup & Operations (Mumbai)
🏢 Meka Infrastructure
📍 Mumbai