Head of Call Center Operations

About the role

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. Select and implement calling tools (e.g., MyOperator, Exotel, cloud telephony stack)

What you'll do

• Design end-to-end call center architecture
• Build CRM + calling + analytics integration layer
• Define call scripts, SOPs, and training frameworks
• Define span of control & reporting hierarchy
• Build dashboards (Zoho / BI tools)

What you need

• 8–15 yrs of experience
• CRM
• Ticketing tools
• System design
• SOP writing
• Performance management
• Any graduate