Contact Center Manager

UNISON INTERNATIONAL CONSULTING (The Recruitment Company); Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

UNISON INTERNATIONAL CONSULTING (The Recruitment Company) is seeking a Senior Contact Center Head in Bengaluru to drive large-scale customer service, telesales and outbound operations for a fast-growing AI-enabled startup. The role emphasizes P&L responsibility, vendor management and KPI governance in a dynamic environment.

You will lead cross-functional teams, optimize processes, and partner with executives to propel growth and improve customer experience amid rapid scale.

Qualifications

• 12 years of experience in Contact Centre / BPO / Telesales / Customer Operations.
• Strong experience managing large-scale sales teams and outsourced operations.
• Proven track record in target-driven outbound sales environments.
• Experience in fast-paced, technology-led or startup environments.
• Strong leadership, stakeholder management and commercial acumen.

Responsibilities

• Lead large-scale Contact Centre / BPO operations across inbound and outbound processes.
• Drive telesales, outbound sales, customer service and retention operations in a target-based role.
• Manage large teams and ensure achievement of revenue, productivity, conversion, quality and service KPIs.
• Own P&L, cost optimization and operational efficiency.
• Leverage AI, automation and analytics to improve customer experience and performance.
• Partner with senior stakeholders to drive business growth and continuous improvement.

Skills

Leadership

Stakeholder management

Commercial acumen

Sales leadership

Job description

We are looking for a senior Contact Center Head to drive large-scale customer service, telesales and outbound operations for a fast-growing, AI-enabled startup

Key Responsibilities:

• Lead large-scale Contact Centre / BPO operations across inbound and outbound processes.
• Drive telesales, outbound sales, customer service and retention operations as its going to be a target based role.
• Manage large teams and ensure achievement of revenue, productivity, conversion, quality and service KPIs.
• Own P&L, cost optimization and operational efficiency.
• Leverage AI, automation and analytics to improve customer experience and operational performance.
• Partner with senior stakeholders to drive business growth and continuous improvement.

Ideal Candidate:

• 12 years of experience in Contact Centre / BPO / Telesales / Customer Operations.
• Strong experience managing large-scale sales team and outsourced operations.
• Proven track record in target-driven outbound sales environments.
• Strong exposure to P&L, vendor management, KPI/SLA governance and process improvement.
• Experience in a fast-paced, technology-led or startup environment will be preferred.
• Strong leadership, stakeholder management and commercial acumen.