Contact Center Operations Manager

Finkraft; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Direct line to founders

Ownership in a fast-growing startup

Competitive compensation with incentives

Job summary

Finkraft is looking for a Contact Centre Operations Manager to oversee a team of calling agents focused on AR follow-ups and claims recovery. You will manage daily operations, track KPIs, coach team members, and ensure vendor performance. The ideal candidate should have 5–6 years of call center experience and strong familiarity with cloud telephony.

If you are passionate about operating in a fast-paced environment and thrive on making impactful decisions, Finkraft offers a competitive compensation package along with direct visibility to the founders.

Qualifications

• 5–6 years of call center/BPO/tele-operations experience, with at least 1 year managing a pod.
• Proven track record of running KPI-driven calling teams with measurable improvements.
• Direct experience managing BPO or third-party calling vendors as an escalation POC.

Responsibilities

• Own day-to-day operations for junior agents on calls and invoices.
• Develop and refine agent-level KPIs and drive pod performance.
• Coach, review, and develop junior team members weekly.

Skills

Call center operations

KPI management

Cloud telephony

Communication in English and Hindi

Vendor management

Tools

Zoho

CRM systems

Dialer stacks

Job description

Finkraft.ai is an AI-first financial automation platform that helps enterprise clients recover GST Input Tax Credit (ITC) at scale. We work with large corporations across Air and Hotel travel verticals, partnering with leading TMCs to automate invoice reconciliation, compliance, and recovery workflows, helping finance teams at McKinsey, BCG, Capgemini, Abbott, and 1,200+ enterprises improve compliance, visibility, and cash recovery. We've recovered ₹300Cr+ in GST claims and are scaling from $1.5M to $10M ARR in 18 months.

Our brand is anchored in delivering “Real AI, Real Finance, Real Outcomes,” converting complex financial data into clean, actionable results for the world’s largest enterprises. We define our culture through our “SCORE” values: Speed, Collaboration, Ownership, Results, and Excellence, which guide how we build our technology and serve our clients. We are a fast-growing, high-velocity team solving real financial infrastructure problems for India’s largest enterprises.

The Role

We are looking for a Contact Centre Operations Manager who has run high-throughput calling pods in BPO, fintech, or enterprise ops environments, not just supervised shifts, but owned pod-level outcomes and vendor performance. Someone who can own a pod of junior calling agents focused on AR follow-ups, collection, claims and retrieval of the invoices.

This role owns the operating layer that translates department-level strategy into daily execution – pod KPIs, agent productivity, QA, vendor SLAs, and the structure that makes the front line work. It is a hands‑on role: you will coach agents, run vendor reviews, and own the numbers your pod is measured on.

Job Description: What You Do?

Pod Operations: Own day‑to‑day operations of junior team members with respect to calls made, connected, converted, and invoices retrieved against daily and weekly targets.

KPI Ownership: Develop and refine agent‑level KPIs (contact rate, conversion rate, TAT, productivity per agent) within the framework set by the Head of CC Ops, and drive pod performance against them.

Vendor Escalation POC: Serve as the first‑line escalation manager for BPO and calling vendors – SLA tracking, performance reviews, issue resolution, and weekly vendor scorecards. Vendor selection sits with the Head; you own vendor execution.

Operating Structure: Build the pod‑level structure that cascades from the Head’s department blueprint – shift plans, call allocation logic, follow‑up cadences, and escalation paths for your agents.

Team Management: Coach, review, and develop junior agents. Run daily huddles, weekly 1:1s, and monthly performance conversations. Surface flight risks early.

Tools & System Support: Drive adoption of new tools and workflows, run agent enablement on tool usage, and provide first‑level troubleshooting for the pod.

Quality Assurance: Run call audits, score against scripts and outcomes, and drive corrective action. Partner with the Head on QA framework refinements.

Workflow Discipline: Ensure agents and vendors operate within defined SLAs – first contact, follow‑up frequency, closure timelines. Zero ambiguity in ownership at pod level.

Reporting: Maintain pod dashboards (Zoho/BI), publish daily and weekly performance reports, and flag bottlenecks (non‑responsive hotels, bad data, vendor under‑performance) with root‑cause analysis.

Cross‑functional Collaboration: Work with Product, Data, and BA teams to surface automation opportunities, fix broken triggers, and reduce manual dependency over time.

Requirements

Must Have

• 5–6 years of call center / BPO / tele‑operations experience, with at least 1 year managing a pod or shift of calling agents.
• Proven track record of running KPI‑driven calling teams – contact rate, conversion, TAT, productivity – with measurable improvements quarter‑on‑quarter.
• Direct experience managing BPO or third‑party calling vendors as an escalation POC – SLA reviews, scorecards, performance conversations.
• Hands‑on familiarity with cloud telephony / dialer stacks (MyOperator, Exotel, Ozonetel, Knowlarity, or equivalent) and CRM‑integrated calling workflows.
• Strong operating discipline: comfortable with daily numbers, dashboards, and reporting rhythms.
• Clear written and verbal communication in English and Hindi. Ability to coach agents and represent Finkraft credibly to vendor leadership.
• High ownership; works with minimal supervision in a fast‑moving environment.

Good to Have

• Experience in invoice retrieval, collections, AR follow‑ups, claims, or any B2B outbound process where the “other side” is a business, not a consumer.
• Exposure to fintech, travel‑tech, GST/tax‑tech, or enterprise SaaS environments.
• Familiarity with QA frameworks, call audit tools, and conversation intelligence platforms.
• Experience operating in a 0→1 or early‑stage setup where the playbook is still being written.
• Working knowledge of Zoho suite (Recruit, Analytics, CRM) or comparable BI tooling.

Benefits

• Direct line to the founders; your decisions on the floor are visible and move fast.
• Build the operating layer of a function being set up from scratch – real ownership, not maintenance.
• Work on a product solving a real, large‑scale problem for India’s and international enterprise market.
• Competitive compensation + performance‑linked incentives tied to pod and vendor outcomes.