Head of Call Center Operations-Hyderabad

Dr. Care Homeopathy Group, founded by Dr. A.M. Reddy in 2005, includes a chain of Homeopathy and Dental clinics across India. Dr. Reddy, a renowned Homeopath, has played a pioneering role in the development and awareness of Homeopathy in India. The group is highly regarded for its successful treatments and is considered one of the leading chains of clinics in the country

Immediately hiring for Head Call Center-Operations -Hyderabad

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Job Title: Head of Call Center Operations

Department: Customer Service / Operations

Reports To: Director/ Chief Operating Officer

Location: [Hyderabad, JNTU]

Salary: 6LPA-10LPA, Negotiable

Job Type: Full-Time | Leadership Position

Job Summary:

The Head of Call Center Operations is a senior leadership role responsible for directing the strategy, performance, and people management of a high-volume call center operation with over 150+ employees. This includes overseeing call center managers, team leads, and frontline agents across multiple shifts and communication channels (voice, email, chat, social media). The role demands strategic leadership, operational excellence, and a passion for delivering world-class customer service at scale.

Key Responsibilities:

Strategic Leadership

Develop and execute the overall strategy for a large-scale call center operation aligned with organizational goals.

Provide strategic direction for workforce planning, capacity management, and resource allocation across multiple departments or lines of business.

Lead a team of 5–10 direct reports (e.g., operations managers, quality managers, workforce managers), and indirectly manage a total team of 150–300+ staff.

Operational Excellence

Monitor and drive key performance indicators (KPIs), including CSAT, NPS, SLA, FCR, AHT, and occupancy rates.

Implement robust operational processes and service delivery models to support scalability and efficiency.

Lead business continuity and disaster recovery planning for the contact center.

Team Management & Culture

Foster a high-performance, people-first culture focused on continuous improvement, accountability, and recognition.

Design and oversee recruitment, training, upskilling, and performance management of a large, diverse team.

Develop leadership capability within the team and succession planning for key roles.

Technology & Innovation

Oversee the adoption and integration of advanced call center technologies, including IVR systems, CRM platforms, workforce management tools, chatbots, and omnichannel platforms.

Quality Assurance & Compliance

Drive quality assurance and customer experience standards across all teams.

Ensure compliance with internal policies, regulatory requirements, and industry best practices (e.g., PCI, GDPR, HIPAA where applicable).

Reporting & Analysis

Deliver accurate and timely reports to executive leadership on performance, risks, cost-efficiencies, and customer insights.

Analyze trends, identify root causes of issues, and implement improvement plans.

Key Performance Metrics (KPIs):

Customer Satisfaction Score (CSAT)

First Call Resolution (FCR)

Service Level (SLA) Adherence

Average Handle Time (AHT)

Agent Utilization & Productivity

Attrition & Employee Engagement

Cost per Contact / Operational Efficiency

Qualifications:

Education:

Bachelor's Degree in Business, Operations Management, or related field (MBA or equivalent preferred).

Experience:

8+ years in call center/customer service operations, with 4+ years in a senior leadership role overseeing 100+ staff.

Proven experience managing multi-site or remote call center teams is a strong advantage.

Skills:

Advanced leadership, coaching, and team development abilities.

Strong command of call center software, CRM tools, and analytics platforms.

Interested Individual can share your Resume to What's App)

Regards

Praveen HR

Toot Dental/Dr Care Homeopathy

Job Type: Full-time

Pay: ₹50, ₹80,000.00 per month

Benefits:

• Cell phone reimbursement

Education:

• Bachelor's (Preferred)

Experience:

• Call Center Operations & revenue: 8 years (Preferred)
• senior leadership role: 5 years (Preferred)
• Managing Call Center Teams: 5 years (Preferred)

Work Location: In person