Role Overview

We are looking for an experienced Head of Call Centre Operations to lead and manage end-to-end contact centre operations, ensuring operational efficiency, superior customer experience, and achievement of business objectives. The ideal candidate will have a solid background in managing large-scale call centre operations, leading multi-level teams, optimizing workforce productivity, improving service quality, and implementing technology-driven solutions.

The role requires a strategic leader with expertise in inbound and outbound operations, contact centre performance management, workforce planning, vendor management, customer escalations, and operational cost optimization.

Key Responsibilities

1. Call Centre Operations Management

- Lead end-to-end call centre operations, including inbound and outbound calls, customer support, complaint resolution, and escalation management.
- Ensure achievement of service level agreements (SLAs), turnaround times (TAT), quality standards, and operational targets.
- Develop and implement operational strategies to improve service delivery, customer satisfaction, and productivity.
- Establish standardized processes, SOPs, escalation matrices, and quality monitoring frameworks.
- Manage high-volume customer interactions while ensuring consistent service quality.

2. Team Leadership & Performance Management

- Lead large teams comprising call centre managers, team leaders, quality analysts, trainers, and customer service executives.
- Define and monitor KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), CSAT, call abandonment rate, occupancy, and agent productivity.
- Build performance management frameworks, training programs, and coaching initiatives to improve team effectiveness.
- Drive employee engagement, performance improvement, and leadership development across the contact centre.

3. Workforce Management & Capacity Planning

- Oversee workforce forecasting, manpower planning, shift scheduling, capacity utilization, and resource allocation.
- Align staffing requirements with call volumes, peak demand, service levels, and business growth.




- Optimize workforce costs while maintaining service quality and operational efficiency.
- Manage vendor capacity planning and outsourced call centre operations, where applicable.

4. Customer Experience & Escalation Management

- Improve CSAT, NPS, FCR, and overall customer experience across customer interaction channels.
- Establish structured processes for handling customer complaints, critical escalations, and repeat contacts.
- Analyze customer feedback and call drivers to identify root causes and implement corrective actions.
- Collaborate with logistics, operations, product, technology, and other business teams to resolve recurring customer issues.

5. Technology, Automation & Process Improvement

- Implement and optimize contact centre technology, including CRM, IVR, dialers, ticketing systems, chatbots, and call-routing solutions.
- Leverage AI, automation, and self-service tools to reduce handling time, improve resolution rates, and enhance agent productivity.
- Develop dashboards and reporting systems to track call centre performance and identify improvement opportunities.
- Drive continuous improvement initiatives through process re-engineering, root cause analysis, and data-driven decision-making.

6. Budget, Vendor & Stakeholder Management

- Manage call centre budgets, operating costs, productivity targets, and cost-per-contact metrics.
- Oversee outsourced contact centre partners, commercial agreements, service delivery, and vendor performance.
- Conduct regular performance reviews and present operational insights to senior management.
- Partner with business leaders to align contact centre strategy with customer experience and organizational goals.

Required Skills & Qualifications





- 12–15+ years of experience in call centre, contact centre, customer service, or customer operations management.
- Significant experience managing large-scale call centre operations and multi-level teams.
- Strong understanding of inbound and outbound calling, contact centre processes, and customer service operations.
- Proven experience improving AHT, FCR, CSAT, SLA adherence, call resolution, and agent productivity.
- Expertise in workforce management, capacity planning, forecasting, and resource optimization.
- Experience with CRM platforms, IVR, dialers, ticketing systems, call monitoring, and reporting dashboards.
- Exposure to AI-led automation, chatbots, intelligent call routing, and digital customer support solutions.
- Experience in budget ownership, cost optimization, vendor management, and operational governance.
- Excellent leadership, analytical, communication, and stakeholder management skills.

Preferred Candidate Profile

- Experience in e-commerce, D2C, online retail, or other high-volume customer service environments.
- Experience managing both in-house and outsourced contact centre teams.
- Proven ability to scale operations while maintaining service quality and controlling costs.
- Strong exposure to customer experience transformation, automation, and performance analytics.

Key Performance Indicators (KPIs)

- Service Level Agreement (SLA) achievement
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
- Call abandonment and repeat contact rates
- Agent productivity, occupancy, and utilization
- Average resolution time and escalation rate
- Cost per contact and operational cost efficiency
- Quality assurance scores and customer complaint resolution

Pay: ₹1,500,000.00 - ₹2,000,000.00 per year

Application Question(s):

- Are you okay with rotational shift ?
- Are you okay commuting on your own ?
- Do you have experience in GDPR?
- Do you have experience in salesforce?
- Do you have experience in ecommerce industry

Work Location: In person

📌 Head of Call Center-Rotational Shift (Delhi)
🏢 Fabel Services
📍 Delhi