Drive Sales Success

2 days ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 1,00,00,000 - ₹ 1,50,00,000

Job Title: Customer Experience Leader

We are seeking an experienced customer experience leader to scale a high-performing, sales-driven contact center. The ideal candidate will have hands-on experience managing large contact centers, strong technical acumen with dialers and telephony systems, and a metrics-driven mindset.

The successful candidate will be responsible for managing, scaling, or building contact center operations from the ground up – including hiring, training, and process design. They will own all operational KPIs, optimize dialer configurations, call routing, and lead assignment logic to maximize efficiency.

  • Manage contact center operations, including hiring, training, and process design
  • Own operational KPIs, such as contact rate, conversion rate, talk time, wait time, AHT, adherence, agent productivity, etc.
  • Optimize dialer configurations and call routing to maximize efficiency

Key Responsibilities:

Required Skills and Qualifications:

  • 5–10 years of experience managing mid to large-scale (200–300 seat) sales-driven contact centers
  • Experience with dialers (e.g., TATA Tele, Ameyo, Exotel, Ozonetel, etc.), including configuration, call flows, pacing strategies
  • Strong understanding of contact center KPIs and agent management principles
  • High comfort with analytics and dashboards to drive decisions (Excel, Google Sheets, BI tools)

Nice to Have (Optional):

  • Experience building a contact center from scratch (infra + people + process)
  • Familiarity with CRM platforms and contact center APIs

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