Freelance Consultant

5 days ago


Delhi, Delhi, India Flexing It® Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Our client, a leading retail motor vehicle company, is looking for an independent consultant who can deliver the following responsibilities :

  • Identify operational inefficiencies, bottlenecks, or compliance gaps.
  • Review and validate current Standard Operating Procedures (SOPs) and suggest improvements where required.
  • Monitor and assess call flows, CRM journey mapping, and digital touchpoints.
  • Advise on best practices to enhance performance, reduce turnaround time, and improve customer experience.
  • Recommend technological enhancements and tools to support scalability and operational efficiency.
  • Provide guidance on scaling up operations, both in terms of tech stack and human capital.
  • Evaluate existing call center operations, including team structure, SOPs, workflows, and escalation mechanisms.
  • Consultant would be expected to get
    plugged in our Gurgaon HQ
    to run the diagnostic and work shoulder to shoulder with the executive team during the 6-8 week period

Duration 6 to 8 weeks

Location- Gurgaon

Capacity - Full time

Skills Required

  • 10+ years of experience in call center/BPO operations, with a focus on large-scale environments (2,500+ agents).
  • Experience in sectors involving high-ticket products such as: Insurance, Mutual Funds, Real Estate, Automotive, Lending & Investment Products
  • Prior experience with digitally-enabled operations and CRM-based customer journeys is a must.
  • Demonstrated ability to operate at a strategic level, collaborating closely with leadership and cross-functional teams.
  • Strong analytical skills, with a practical approach to diagnosing issues and recommending solutions.
  • Tech-savvy, with familiarity in modern call center platforms, CRM tools, and workflow automation.


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