Company Description Zil10 Services Private Limited is a modern business services and customer experience (CX) partner that helps organizations operate, engage, and grow in a digital-first economy. The company supports startups, enterprises, and digital brands by optimizing core business functions, enhancing customer interactions, and driving long-term value. Zil10 manages areas such as sales pipelines, global customer support, and backend operations so clients can focus on their core strengths.

More than an outsourcing provider, Zil10 positions itself as a strategic operations partner, working closely with clients to improve efficiency and customer satisfaction.

Role Description The Contact Center Consultant is a full-time, on-site role based in Faridabad. In this position, the consultant will oversee contact center operations, analyze performance metrics, and recommend process improvements to enhance customer experience and operational efficiency. Day-to-day responsibilities include managing IVR flows, coordinating workforce schedules, and ensuring service levels are met across all customer touchpoints.

The consultant will collaborate with internal teams and client stakeholders, provide guidance on best practices,



and support training initiatives for contact center staff. The role also involves handling escalations, monitoring quality standards, and contributing to continuous improvement initiatives.

Qualifications

- Candidates should possess strong Customer Service and Communication skills to interact effectively with customers and stakeholders.
- Candidates should possess IVR configuration and optimization skills to manage and improve automated call routing systems.
- Candidates should possess Workforce Management skills to plan staffing, schedules, and capacity in the contact center.
- Candidates should possess Consulting skills to analyze operations, identify gaps, and recommend practical solutions.
- Relevant experience in contact center operations, CX, or BPO environments is highly beneficial.
- Ability to interpret performance data, use CRM/contact center tools, and prepare clear reports and presentations.
- Strong problem-solving abilities, attention to detail, and adaptability in a fast-paced, client-focused workplace.
- Undergraduate degree in Business, Communications, or a related field, or equivalent practical experience.

📌 Contact Center Consultant (Faridabad)
🏢 Zil10 Services Private
📍 Faridabad