Call Center Head

Job Description: Contact Center Head

• Manage the complete call center setup, ensuring robust infrastructure, streamlined workflows, and adherence to operational best practices.
• Strategize and oversee inbound and outbound operations, ensuring seamless handling of customer inquiries, lead conversion, membership sales, and renewals.
• Design and execute data-driven campaigns for leads generated via Google My Business, social media, and promotional offers to achieve high conversion rates.
• Drive membership renewals through tailored strategies, including personalized follow-ups and discounts, to maximize retention and revenue.
• Manage the complete call center setup, ensuring robust infrastructure, streamlined workflows, and adherence to operational best practices.
• Lead onboarding and administration for new members
• Develop and implement comprehensive training programs to enhance team capabilities in customer engagement, sales techniques, and service excellence.
• Monitor and maintain quality control, conducting regular audits and assessments to ensure adherence to company standards and customer satisfaction.
• Create and oversee a framework for coordinating appointments generated by the contact center, ensuring effective communication with outlet staff.
• Support outlets with low sales by developing and executing targeted campaigns to drive footfalls and boost revenue.
• Utilize advanced Excel, macros, and analytical tools to track performance metrics, generate actionable insights, and optimize operations.
• Prepare detailed reports and dashboards for senior leadership, providing insights into sales trends, team performance, and customer feedback.
• Act as a strategic advisor to senior leadership, aligning contact center goals with organizational objectives and driving continuous improvement.
• Identify and implement process optimizations, tools, and technologies to enhance operational efficiency and scalability.

Desired Profile:

• Postgraduate in Management (PGDM/MBA).
• Minimum 8-12 years of experience in contact center or sales operations, including leadership in inbound and outbound processes, training, and quality management.
• Proven expertise in call center setup, administration, and team management.
• Proficient in advanced Excel, macros, and data-driven decision-making.
• Strong leadership, communication, and strategic execution skills.
• Lifestyle clinic, retail ,fitness , beauty and wellness industry exposure will be added advantage

Please call 8712630738 or email your cv to sapna.shah@meghaviwellness.com

or apply to this job

Regards

Team HR

Meghavi Wellness