Head of Telecom Operations

2 days ago

Panchkula, India Lytegen Full time

Location: Mohali / Chandigarh, India Shift: Nighttime (U.S. Hours – 12:30 AM – 9:30 AM IST) Type: Full-Time, On-site About the Role We are hiring a Head of Telecom Operations to take full ownership of our high-volume outbound and blended dialer systems. This person will be accountable for system setup, ongoing management, and performance optimization across all departments — sales, customer service, recruitment, and support. The ideal candidate has a strong BPO/call center background, is fluent in managing large-scale dialer operations (100,000+ dials/day), and has deep technical knowledge of VoIP, DID reputation, and dialer metrics. Leadership and management experience is a plus, but above all, this person must be a technical and operational expert who stays on top of everything, every day. Requirements Key Responsibilities - Dialer Administration - Configure, manage, and maintain multiple dialer/VoIP platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral, or others as needed). - Handle scaling systems capable of 100,000+ daily outbound dials with consistent performance. - Ensure DID reputation is maintained and protected. - Performance Monitoring & Optimization - Track and analyze dialer KPIs: connect rates, drop rates, call quality, agent utilization, campaign results. - Optimize dialing modes, pacing, call routing, and reporting. - Continuously fine-tune campaigns for maximum efficiency and compliance. - Systems & Technical Support - Troubleshoot dialer, SIP/VoIP, CRM integrations, and API connections. - Ensure uptime and reliability across all departments relying on dialer lines. - Train and support users on proper dialer usage. - Compliance & Risk Management - Oversee adherence to DNC/TCPA and other compliance standards. - Implement safeguards to minimize risk in high-volume outbound environments. - Cross-Department Support - Enable sales, customer service, recruitment, and admin teams with optimized dialer access. - Provide reporting and insights to leadership on performance and trends. Skills & Qualifications - 5+ years of BPO/call center operations experience with direct dialer ownership. - Proven track record of running high-volume outbound campaigns (100,000+ daily dials). - Strong technical background: VoIP/SIP, DID management, integrations, troubleshooting. - Hands-on experience with major dialer platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral, or similar). - Analytical mindset: able to read data and translate it into performance improvements. - Highly accountable, detail-oriented, and proactive. Benefits - Competitive Compensation – Attractive salary package with performance-based incentives. - Global Exposure – Direct collaboration with U.S. leadership and cross-border teams. - Career Growth – Clear progression path toward senior leadership roles in a fast-scaling company. - Impact-Driven Work – Be part of the renewable energy sector and contribute to sustainability. - Professional Development – Opportunities to lead cross-functional projects, implement global best practices, and upskill through learning initiatives. - Collaborative Culture – Work with driven, talented peers in an inclusive and supportive environment. - Work Stability & Vision – Join a company with strong long-term growth plans and a mission-driven culture. - Leadership Autonomy – Freedom to design and execute operations strategies, with the trust of global leadership. - Recognition & Rewards – Regular acknowledgment for high performance and impact delivered.

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