Head of Call Center Optimization

Description

Description

We are a fast growing US based company building a high performance outbound sales call center. The team will handle both cold and warm calls into the United States, selling directly to consumers. Our goal is to scale this center to 100+ agents over the next 12 to 24 months and make it the engine of our growth.

What You Will Own

• Hire and build the team

Own the full hiring funnel for agents, team leads, and future floor managers, working with internal recruiters and making final hiring decisions.

Run the floor during shifts, drive core KPIs (dials, contacts, talk time, appointments or sales, conversion rate) and hold team leads and agents accountable to clear targets.

Use existing and help improve onboarding, scripts, rebuttals, and QA processes to ramp new hires quickly, review calls regularly, and coach team leads on how to improve their teams.

Set and manage shift schedules, attendance, adherence to US hours, and correct use of the dialer, CRM, and lead lists, while keeping data and dispositions clean.

Report and communicate with US leadership

Act as the single point of contact for the India call center, sending clear weekly updates on headcount, hiring pipeline, performance trends, and any issues or risks.

Requirements

At least 7 years in call center or BPO operations with 3 to 5 years managing outbound sales teams calling the US and direct responsibility for a floor of at least 40 reps.

Demonstrated success hiring, ramping, and retaining outbound sales agents and team leads in volume, ideally scaling a team toward 80 to 100 seats.

Solid understanding of outbound sales metrics and levers, with hands on experience using dialers and CRMs in a high volume environment.

Excellent spoken and written English and the ability to coach agents on accent, tonality, call control, and following scripts without sounding robotic.

Comfortable working a permanent night shift, taking full ownership of results, making tough calls on performance, and treating the center as your own business unit.

Benefits