Call Centre Head

About the RoleWe are looking for an experienced Call Centre Head to build and lead our 50-member healthcare call centre from the ground up. You will be responsible for running the team and driving performance across both sales and customer service functions. This is a leadership role reporting directly to the Founder.

Responsibilities•      Own end-to-end performance for both sales and service teams

•      Define and track KPIs — conversion rates, AHT, CSAT, FCR, sales targets

•      Build quality assurance frameworks and ensure compliance with healthcare regulations

•      Set up CRM, telephony, and reporting systems

•      Manage shift scheduling, workforce planning, and daily operations

•      Drive agent productivity, engagement, and retention

•      Report directly to the Founder on performance, challenges, and growth plans

Requirements•      5+ years of experience in call centre / BPO operations

•      Must have managed teams of 20+ members

•      Experience handling both sales (outbound) and service (inbound) operations

•      Healthcare / pharma industry experience preferred

•      Hands-on experience with CRM and call centre software

•      Strong command over Hindi and English

•      Proven ability to hire, train, and retain call centre staff

•      Graduate (any discipline)

Why Join Us•      Ground-floor opportunity to build and lead a team from day one

•      Direct access to the Founder — fast decisions, real ownership

•      Growth potential as the company scales

Competitive pay + performance incentives