Contact Centre Head

ESP Engineered; Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

ESP Engineered in Pune District is seeking a leader for their contact centre operations. The role involves developing strategies aligned with organizational goals, driving student acquisition, and overseeing team performance. Candidates should have 8 to 10+ years of contact centre experience, with at least 5 years in leadership. Key responsibilities include managing workforce planning and ensuring compliance with quality standards. This position requires strong analytical skills and a team-oriented mindset.

Qualifications

• 8 – 10+ years of experience in contact centre operations, with at least 5 years in a leadership role.

Responsibilities

• Develop and implement the contact centre strategy aligned with organizational goals.
• Drive student acquisition, engagement, retention, and satisfaction through structured communication channels.
• Establish KPIs, SLAs, and performance benchmarks.
• Oversee inbound and outbound call operations (Admissions, Student Support, Collections, Feedback).
• Manage workforce planning, rostering, and productivity optimization.
• Ensure adherence to compliance, quality standards, and data security protocols.
• Lead, mentor, and scale a high-performing team.
• Monitor daily, weekly, and monthly performance dashboards.
• Oversee CRM and dialer systems to ensure optimal utilization.

Skills

Contact centre strategy development

Team leadership

Performance analytics

CRM optimization

Job description

Responsibilities

• Develop and implement the contact centre strategy aligned with organizational goals.
• Drive student acquisition, engagement, retention, and satisfaction through structured communication channels.
• Establish KPIs, SLAs, and performance benchmarks.

2. Operations Management

• Oversee inbound and outbound call operations (Admissions, Student Support, Collections, Feedback).
• Manage workforce planning, rostering, and productivity optimization.
• Ensure adherence to compliance, quality standards, and data security protocols.

3. Team Leadership & Development

• Lead, mentor, and scale a high-performing team of managers, team leaders, QA specialists, and executives.
• Design training frameworks for communication, counseling effectiveness, and service excellence.
• Foster a performance-driven and student-first culture.

4. Performance & Analytics

• Monitor daily, weekly, and monthly performance dashboards.
• Track metrics such as conversion rates, average handling time (AHT), first call resolution (FCR), CSAT, and NPS.
• Use analytics to drive continuous improvement initiatives.

5. Technology & Process Optimization

• Oversee CRM and dialer systems to ensure optimal utilization.
• Implement automation, IVR enhancements, and AI-driven support tools where relevant.
• Streamline SOPs for improved efficiency and service quality.

6. Stakeholder Collaboration

• Work closely with Admissions, Marketing, Academic Operations, Finance, and IT teams.
• Provide insights to leadership on student trends, concerns, and improvement areas.

Key Performance Indicators (KPIs)

• Service level adherence
• Cost per acquisition (CPA)
• Productivity per agent

Qualifications & Experience

• 8 – 10+ years of experience in contact centre operations, with at least 5 years in a leadership role.