Head of Operations – Call Center

Triplespeed; India; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Triplespeed is hiring a senior operations leader to launch and run our call center in India. This founding role requires you to find the office, build the team, set up systems, and own outcomes. With 8+ years in BPO or call center operations, including 3–5 in leadership, you’ll create processes, manage operations, and report to company leadership.

The role offers direct involvement in shaping a critical part of our business and competitive compensation in a minimally bureaucratic environment.

Qualifications

• 8+ years in BPO or call center operations, with 3–5 in a senior leadership role.
• Experience establishing a call center from scratch or leading major expansions.
• Deep knowledge of India labor law and HR compliance.
• Strong metrics-driven focus with quality assurance.

Responsibilities

• Establish the entire call center operation from scratch.
• Recruit, hire, and train the initial team.
• Manage day-to-day operations and report on performance.

Skills

BPO or call center operations

Leadership in call center operations

Workforce management tools

Fluent English communication

Tools

CRM platforms

Call center technology

QA software

Job description

The Role

We're hiring a senior operations leader to launch and run our call center in India. You'll be the first hire. You'll find the office, build the team, set up the systems, and own the outcomes. This is a founding role with real autonomy and real accountability.

What You'll Do

• Establish the entire call center operation from scratch — site selection, infrastructure, technology stack, the works.
• Recruit, hire, and train the initial team, then scale it as we grow.
• Design workflows, set KPIs, build quality assurance processes, and create training programs that keep service levels consistently high.
• Manage day-to-day operations while reporting directly to leadership on performance, costs, and growth plans.
• As the operation matures, identify what’s working, what isn’t, and iterate quickly.

What We're Looking For

• 8+ years in BPO or call center operations, with at least 3–5 of those in a senior leadership capacity.
• Direct experience standing up a call center from scratch or leading a major expansion – not just inheriting a running operation.
• Deep knowledge of India labor law, HR compliance, and local hiring markets.
• Fluency with workforce management tools, CRM platforms, and call center technology (dialers, IVR, QA software, ticketing systems).
• Metrics-driven with a strong focus on quality, but scrappy enough to figure things out when there’s no playbook yet.
• Strong English communication skills, as you’ll work closely with our leadership team.

Nice to Have

• Experience supporting a tech or app-based product.
• Familiarity with customer support for SaaS or mobile apps.
• Background working with international or remote-first companies.

What We Offer

A leadership role with genuine ownership — you’re not filling a seat, you’re building something. Competitive compensation. Direct line to company leadership with minimal bureaucracy. The opportunity to shape a critical part of our business from day one.