01Overview
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
Manage the day-to-day operations of the call center.
Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer
Service Executives.
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.
Develop and implement strategies to improve productivity, customer experience,
and operational efficiency.
Conduct regular performance reviews and coaching sessions.
Ensure adherence to company policies, quality standards, and regulatory
requirements.
Analyze call center reports and prepare operational dashboards for senior
management.
Collaborate with HR for recruitment, onboarding, training, and employee
engagement initiatives.
Handle customer escalations and resolve complex issues promptly.
Manage workforce planning, scheduling, and resource allocation.
Drive continuous improvement initiatives using customer feedback and
operational data.
Ensure compliance with data privacy, information security, and industry
regulations.
Required Qualifications
Bachelor's degree in Business Administration, Management, Commerce, or a
related field.
MBA or equivalent qualification is preferred.
510 years of experience in a BPO, customer service, or call center workplace.
Minimu .
