Head of Call Center

Role and Responsibilities Manage the daily operations of the call center, ensuring quality and efficiency standards are met Monitor and evaluate the performance of the tele callers and team leaders, providing feedback, coaching, and training as needed Ensure compliance with company policies, procedures, and regulatory requirements Handle escalated customer issues and complaints, resolving them in a timely and professional manner Analyze call center metrics and reports, identifying areas of improvement and implementing action plans Drive sales of Loan products (home, MSME, Gold) and insurance products (health/motor/life) through outbound tele sales campaigns, meeting and exceeding sales targets Collaborate with other departments and stakeholders to ensure smooth and effective communication and coordination Recruit train, and motivate new and existing staff, creating a positive and productive work environment Open to work in either Jaipur or Mumbai, depending on. availability and business needs Preferred Candidate Profile Proven experience as a Call Centre Head or a similar role in the telesales industry Team handling experience is mandatory, with the ability to lead, motivate, and inspire a large and diverse team Excellent communication, interpersonal, and customer service skills Strong knowledge of insurance products (health/motor/life) and sales techniques Proficient in MS Office, CRM software, and call center systems Highly organized, analytical, and problem-solving skills Ability to work under pressure and handle multiple tasks and deadlines Bachelor's degree in business, marketing, or a related field