This website uses cookies to ensure you get the best experience on our website. By continuing to use this site, you agree to our cookie  & privacy policy.Accept

checked This is a sample alert

Consultant : Call Center Operations

  • Full Time
  •  On-Site - Delhi / NCR
  • 2 months
  • Project posted on: 3/10/2025
add_new View Project Details

Consultant : Call Center Operations

  • Service Operations and Delivery
  • Frontline customer engagement
  • Process optimization and transition management
  • Key account management

On-Site - Delhi / NCR

Full Time

2 months

 3/10/2025

Assignment Details

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.

About the Client

A leading retail motor vehicle company

Industry

Automobiles & Auto Ancilliaries, Insurance

Experience Required:

10+ years

Additional Skills:

  • Compliance
  • Process Improvements
  • Process Excellence
  • Call center operations
  • SOPs

No of open positions:

1

Similar Freelance Projects you can apply to

View More Projects btn btn

How it works

  • 1

    Build your
    skill profile

  • 2

    Strengthen it
    with feedback

  • 3

    Determine your
    optimal fee level

  • 4

    Apply for matching
    projects

  • 5

    Get finalized

  • 6

    Stay Engaged

Build your skill prodile

Project
step1
shape_step

Request feedback from prior projects and/or work stints

shape_step

Determine your optimal fee level

  • starFeeBee helps consultants understand how to price their services.
  • starEnter your skill & location to get ranges for what similar professionals have charged on projects.
  • starUnlock more details e.g., best paying sub-skills, ranges by projects durations, by simply adding a benchmark from a orior projects.
graph_step2
shape_step

Apply for matching projects

shape_step

Get finalized!

Project
step5
shape_step

Stay Engaged!

Project
step6
shape_step

More than 3000 clients rely on Flexing It today

Frequently asked questions.

We host both full-time & part-time projects from top clients for 100+ skill categories. We also help connect experts like you with clients for short consultation calls called Flexperts

You just need to create a ‘boutique firm’ account during the registration process. The rest of the application process remains the same.

Our freelancers fee benchmarking tool, FeeBee helps our freelancers and consultants find out what their peers charged for similar projects. Built on 600K+ verified benchmarks, registered users get unlimited access to it.

As a freelancing platform, we do not provide permanent positions or full-time job to our consultant network.

Flexing It will be involved end to end right from contracts to invoicing. Once you are finalized, your payment details are transparently laid out in your contract terms with your client and our team actively liaises with the client finance team to ensure timely payments.

We do not charge any fee or commission from you. Your fee quote will be paid out to you in full as per your project contract.