Head of Call Center Operations - Outbound Sales

Lytegen; Sahibzada Ajit Singh Nagar; On-site; INR 80,000 - 120,000; Full time

Benefits offered by this job

Professional development support

Significant ownership and autonomy

Job summary

A fast-growing US-based company seeks a Head of Call Center Operations to build and lead a high-performing outbound sales team in India. You'll be responsible for hiring, managing performance metrics, and ensuring effective training. Ideal candidates will have extensive leadership experience in call centers and a strong grasp of outbound sales. This full-time position offers significant ownership and potential for professional development.

Qualifications

• At least 7 years in call centre or BPO operations.
• 3 to 5 years managing outbound sales teams in a high-volume environment.
• Excellent spoken and written English.

Responsibilities

• Hire and build the sales team from the ground up.
• Scale and manage performance metrics during shifts.
• Execute training processes and quality checks.

Skills

Call centre leadership experience

Outbound sales expertise

Coaching and communication skills

Ability to use dialers and CRMs

Job description

Head of Call Center Operations - Outbound Sales

2 days ago Be among the first 25 applicants

This range is provided by Lytegen. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Description

We are a fast growing US based company building a high performance outbound sales call centre. The team will handle both cold and warm calls into the United States, selling directly to consumers. Our goal is to scale this centre to 100+ agents over the next 12 to 24 months and make it the engine of our growth.

What You Will Own

• Hire and build the team: Own the full hiring funnel for agents, team leads, and future floor managers, working with internal recruiters and making final hiring decisions.
• Scale and manage performance: Run the floor during shifts, drive core KPIs (dials, contacts, talk time, appointments or sales, conversion rate) and hold team leads and agents accountable to clear targets.
• Execute training and quality: Use existing and help improve onboarding, scripts, rebuttals, and QA processes to ramp new hires quickly, review calls regularly, and coach team leads on how to improve their teams.
• Handle operations and scheduling: Set and manage shift schedules, attendance, adherence to US hours, and correct use of the dialer, CRM, and lead lists, while keeping data and dispositions clean.

Report and communicate with US leadership.

Act as the single point of contact for the India call centre, sending clear weekly updates on headcount, hiring pipeline, performance trends, and any issues or risks.

Requirements

• Deep call centre leadership experience: At least 7 years in call centre or BPO operations with 3 to 5 years managing outbound sales teams calling the US and direct responsibility for a floor of at least 40 reps.
• Proven hiring and scaling track record: Demonstrated success hiring, ramping, and retaining outbound sales agents and team leads in volume, ideally scaling a team toward 80 to 100 seats.
• Strong grasp of outbound sales and tools: Solid understanding of outbound sales metrics and levers, with hands on experience using dialers and CRMs in a high volume environment.
• Communication and coaching strength: Excellent spoken and written English and the ability to coach agents on accent, tonality, call control, and following scripts without sounding robotic.
• Builder mindset and ownership: Comfortable working a permanent night shift, taking full ownership of results, making tough calls on performance, and treating the centre as your own business unit.

Benefits

• Opportunity to use your experience and judgment to build a high‑performing outbound sales team from the ground up.
• Significant ownership and autonomy in shaping the culture, standards, and leadership bench of a 100+ seat call centre.
• Professional development support, including training, tools, and resources to help you build and manage a world‑class team.

Seniority level

Director

Employment type

Full‑time

Job function

Customer Service

Industries

IT Services and IT Consulting

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