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Consultant : Call Center Operations

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

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

No of open positions:

1

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