Job Description

Role: Head of Call Center Operations

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

1. 0→1 Setup & System Design

• Design end-to-end call center architecture
  

• Inbound + outbound workflows
  

• Escalation ladders
  

• Follow-up cadences
  

• 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:
  

• Calls made, connected, converted
  

• Hotels/airlines contacted vs responded
  

• Define and track core KPIs:
  

• Contact rate
  

• Conversion rate (invoice received %)
  

• TAT (time to retrieval)
  

• Productivity per agent
  

• Build dashboards (Zoho / BI tools)
  

4. Workflow & SLA Ownership

• Define clear SLAs:
  

• First contact SLA
  

• Follow-up frequency
  

• Closure timelines
  

• Ensure zero ambiguity in ownership
  

• 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
  

• Drive continuous improvement:
  

• Identify bottlenecks (non-responsive hotels, bad data, etc.)
  

• 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:
  

• Product team → system automation
  

• Data team → reporting + triggers
  

• BA team → client dependencies
  

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
  

• KPI design & reporting
  

Good to Have:

• Experience with AI calling / automation tools
  

• Exposure to collections / recovery / vendor follow-up processes