Centre Head – Telecalling (Sales Operations) (Kar Job 211)

Job Title: Centre Head – Telecalling (Sales Operations)

Role Overview

We are seeking a high-calibre, data-driven Centre Head to spearhead our telecalling and sales operations. This leadership role is designed for a strategic professional who can manage a multi-tier hierarchy, specifically overseeing multiple Team Leaders and their respective squads. You will be responsible for the centre’s entire P&L, focusing on maximising productivity, optimising conversion funnels, and delivering on aggressive revenue targets through a culture of performance excellence.

Summary Table

Key Responsibilities

• Strategic Leadership: Manage and oversee approximately 4 Team Leaders and their respective telecalling teams (a total span of 50+ agents).

• Revenue Ownership: Drive the centre's overall sales performance, ensuring daily, weekly, and monthly revenue and admission targets are consistently met.

• Data-Driven Decision Making: Deep dive into performance data to analyse talk time, lead-to-conversion ratios, and agent productivity to derive actionable insights.

• Operational Excellence: Implement and refine sales strategies to improve conversion rates and streamline the telecalling workflow.

• Leadership Development: Conduct regular reviews, training, and strategic coaching sessions specifically for Team Leaders to build a strong second-line leadership.

• SLA & Quality Compliance: Ensure strict adherence to organisational processes, quality standards, and service level agreements (SLAs).

• Escalation Management: Serve as the final point of contact for complex customer or operational escalations.

• Cross-functional Collaboration: Work closely with senior management to align centre operations with long-term business growth strategies.

Eligibility & Mandatory Skills

• Experience: Proven track record in Telecalling or Inside Sales Operations at a senior management level. Must have experience managing a "Manager-of-Managers" hierarchy.

• Analytical Prowess: Expert-level skills in data analysis and using metrics to drive performance improvements.

• Leadership: Strong ability to inspire large teams, manage diverse stakeholders, and solve complex operational problems.

• Target Orientation: A relentless focus on outcomes and a history of delivering high-growth revenue numbers in an EdTech or BPO sales environment.

• Technical Proficiency: Mastery of CRM systems (e.g., LeadSquared, Salesforce) and advanced reporting tools (Excel/Dashboards).