Head of Call Center Operations

Finkraft; Bengaluru; On-site; INR 1,200,000 - 1,700,000; Full time

Job summary

Finkraft in Bengaluru is seeking an experienced professional to lead its call center operations, ensuring high productivity and adherence to SLAs. The role involves designing workflows, managing a team of 20-25 agents, and implementing automation for improved efficiency.

The ideal candidate should have 8-15 years of experience in BPO operations, be hands-on with cloud telephony tools, and capable of setting up teams from the ground up. This role is critical for operational excellence.

Qualifications

• 8–15 years in BPO / call center operations.
• Experience setting up teams (15–50 agents) from scratch.
• Strong understanding of dialers, call routing, IVR.

Responsibilities

• Design end-to-end call center architecture.
• Build CRM + calling + analytics integration layer.
• Own daily operations and define core KPIs.

Skills

BPO / call center operations

Team setup and management

Cloud telephony

CRM + ticketing tools

AI calling / automation tools

Tools

Exotel

MyOperator

Knowlarity

Job description

Location: Bangalore (preferred) Experience: 8–15 years

A. Role Objective

To build, operationalize, and scale Finkraft’s outbound/inbound calling and field operations engine for invoice retrieval across airlines and hotels, ensuring high productivity, SLA adherence, and minimal manual dependency through systemization and automation.

B. Key Responsibilities

• Design end-to-end call center architecture
• Inbound + outbound workflows
• Select and implement calling tools (e.g., MyOperator, Exotel, cloud telephony stack)
• Build CRM + calling + analytics integration layer
• Define call scripts, SOPs, and training frameworks

2. Team Building & Org Design

• Hire and structure a 20–25 member team: callers/agents, team leads, QA/trainers
• Define span of control & reporting hierarchy
• Create onboarding, training, and certification programs

3. Operations & Performance Management

• Own daily operations: hotels/airlines contacted vs responded
• Define and track core KPIs: contact rate, conversion rate (invoice received %), TAT (time to retrieval), productivity per agent

4. Workflow & SLA Ownership

• First contact SLA
• Follow-up frequency
• Closure timelines
• Create automated workflows to reduce manual tracking

5. Technology & Automation (Critical for your use case)

• Implement auto-dialers
• Email + call sequencing
• Ticketing integration
• Introduce AI-led interventions: AI calling agents (for first touch / reminders), auto call summaries, smart prioritization of leads, reduce dependency on human follow-ups over time

6. Quality Assurance & Process Excellence

• Set up QA framework: call audits, script adherence, outcome-based scoring
• Recommend process/product changes

7. Field Operations (if required)

• Design and manage on-ground agent workflows
• Optimize: visit prioritization, route planning, conversion tracking

8. Cross-functional Collaboration

Work with:

Requirements

Must Have:

• 8–15 years in BPO / call center operations
• Experience setting up teams (15–50 agents) from scratch
• Hands‑on with: cloud telephony (Exotel, MyOperator, Knowlarity, etc.), CRM + ticketing tools
• Strong understanding of: dialers, call routing, IVR

Good to Have:

• Experience with AI calling / automation tools
• Exposure to collections / recovery / vendor follow-up processes