Call Center Manager

Job Title: Call Center Manager

Location: Noida Sector 98 (On-site)

Department: Customer Support / Operations

Reports To: VP

Job Summary

We are seeking an experienced and results-driven Call Center Manager to oversee the daily operations of our customer service team. The ideal candidate will be responsible for managing staff, improving customer satisfaction, achieving service-level targets, and ensuring operational efficiency. The Call Center Manager will play a key role in developing team performance, implementing best practices, and driving continuous improvement.

Key Responsibilities

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• Manage the day-to-day operations of the call center.
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• Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer Service Executives.
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• Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Service Level Agreement (SLA) compliance.
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• Develop and implement strategies to improve productivity, customer experience, and operational efficiency.
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• Conduct regular performance reviews and coaching sessions.
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• Ensure adherence to company policies, quality standards, and regulatory requirements.
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• Analyze call center reports and prepare operational dashboards for senior management.
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• Collaborate with HR for recruitment, onboarding, training, and employee engagement initiatives.
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• Handle customer escalations and resolve complex issues promptly.
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• Manage workforce planning, scheduling, and resource allocation.
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• Drive continuous improvement initiatives using customer feedback and operational data.
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• Ensure compliance with data privacy, information security, and industry regulations.
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Required Qualifications

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• Bachelor's degree in Business Administration, Management, Commerce, or a related field.
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• MBA or equivalent qualification is preferred.
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• 5–10 years of experience in a BPO, customer service, or call center environment especially in international voice process .
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• Minimum 2–3 years of experience in a managerial role.
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• Experience managing inbound, outbound, or blended call center operations.
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Required Skills

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• Strong leadership and team management abilities.
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• Excellent verbal and written communication skills.
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• Proficiency in call center technologies such as CRM, dialers, and workforce management tools.
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• Strong analytical and problem-solving skills.
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• Knowledge of quality assurance and performance management.
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• Excellent organizational and time management skills.
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• Ability to work under pressure and meet service-level targets.
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• Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.
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Preferred Skills

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• Experience with CRM platforms such as Salesforce, Zoho CRM, Freshdesk, or Microsoft Dynamics.
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• Familiarity with Six Sigma, Lean, or process improvement methodologies.
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• Knowledge of customer experience management practices.
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• Experience handling multi-site or multilingual operations.
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