Head of Telecom Operations

Location: Mohali / Chandigarh, India

Shift: Nighttime (U.S. Hours - 12:30 AM - 9:30 AM IST)

Type: Full-Time, On-site

About The Role

We are hiring a Head of Telecom Operations to take full ownership of our high-volume outbound and blended dialer systems. This person will be accountable for system setup, ongoing management, and performance optimization across all departments — sales, customer service, recruitment, and support.

The ideal candidate has a strong BPO/call center background , is fluent in managing large-scale dialer operations (100,000+ dials/day), and has deep technical knowledge of VoIP, DID reputation, and dialer metrics. Leadership and management experience is a plus, but above all, this person must be a technical and operational expert who stays on top of everything, every day.

Requirements

Key Responsibilities

• Dialer Administration
• Configure, manage, and maintain multiple dialer/VoIP platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral, or others as needed)
• Handle scaling systems capable of 100,000+ daily outbound dials with consistent performance
• Ensure DID reputation is maintained and protected
• Performance Monitoring & Optimization
• Track and analyze dialer KPIs: connect rates, drop rates, call quality, agent utilization, campaign results
• Optimize dialing modes, pacing, call routing, and reporting
• Continuously fine-tune campaigns for maximum efficiency and compliance
• Systems & Technical Support
• Troubleshoot dialer, SIP/VoIP, CRM integrations, and API connections
• Ensure uptime and reliability across all departments relying on dialer lines
• Train and support users on proper dialer usage
• Compliance & Risk Management
• Oversee adherence to DNC/TCPA and other compliance standards
• Implement safeguards to minimize risk in high-volume outbound environments
• Cross-Department Support
• Enable sales, customer service, recruitment, and admin teams with optimized dialer access
• Provide reporting and insights to leadership on performance and trends
  
  

Skills & Qualifications

• 5+ years of BPO/call center operations experience with direct dialer ownership
• Proven track record of running high-volume outbound campaigns (100,000+ daily dials)
• Strong technical background: VoIP/SIP, DID management, integrations, troubleshooting
• Hands-on experience with major dialer platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral, or similar)
• Analytical mindset: able to read data and translate it into performance improvements
• Highly accountable, detail-oriented, and proactive
  
  

Benefits

• Competitive Compensation - Attractive salary package with performance-based incentives.
• Global Exposure - Direct collaboration with U.S. leadership and cross-border teams.
• Career Growth - Clear progression path toward senior leadership roles in a fast-scaling company.
• Impact-Driven Work - Be part of the renewable energy sector and contribute to sustainability.
• Professional Development - Opportunities to lead cross-functional projects, implement global best practices, and upskill through learning initiatives.
• Collaborative Culture - Work with driven, talented peers in an inclusive and supportive environment.
• Work Stability & Vision - Join a company with strong long-term growth plans and a mission-driven culture.
• Leadership Autonomy - Freedom to design and execute operations strategies, with the trust of global leadership.
• Recognition & Rewards - Regular acknowledgment for high performance and impact delivered.