Head of Contact Center (Sales & Customer Value Growth)

About the role

The Head of Contact Center will lead a high‑performance outbound centre focused on existing customers. You will be responsible for driving revenue growth through welcome calls, cross‑sell, upsell and renewal campaigns while building a strong floor culture aligned with the company’s growth ambitions.

Key responsibilities

• Own end‑to‑end sales outcomes across outbound telesales, renewals, cross‑sell and upsell initiatives.
• Translate business plans into weekly/monthly revenue targets, agent goals and execution cadence.
• Design, implement and continuously improve SOPs, playbooks, call frameworks and escalation matrices.
• Build and coach a multi‑layered team structure (agents, team leads, managers) to ensure high accountability and engagement.
• Drive productivity, conversion efficiency, talk‑time optimisation and compliance adherence.
• Oversee CRM, dialer, call‑recording and QA tools to ensure data hygiene, accurate MIS and reliable forecasting.
• Provide data‑driven updates to leadership on revenue performance, risks and corrective actions.
• Collaborate with Business, Product and Marketing teams to optimise campaigns and customer propositions.

Required profile

• 10–15 years of experience in contact‑centre sales operations.
• Minimum 5 years in a senior leadership role managing large outbound teams.
• Proven track record of meeting or exceeding revenue and LTV targets.
• Strong ability to design processes, set SLAs and drive disciplined execution.
• Excellent stakeholder management and communication skills.

Required skills

• CRM systems
• Dialer platforms
• Call‑recording and QA tools
• MIS dashboards and reporting
• Data hygiene and analytics
• Forecasting and revenue modelling