Call Center Manager

JPosition: Call Center Manager

Company Name: Rhysley Private Limited

Location: Remote (should be available for Face to Face interview @ Delhi location - Mohan Estate)

Working Days: 6 Days (Rotational Off)

Working Time: Rotational 9 Hour Shift (between 5 pm 1 pm IST)

Relevant Experience: 10 + Years

Work from Home & Night Shift experience required

IMMEDIATE JOINER CAN ONLY APPLY

Job Summary

We are looking for an experienced and dynamic Call Center Manager to lead and manage operations for an International BPO process. The ideal candidate should have strong team management experience in customer support and/or sales operations, with the ability to drive productivity, quality, client satisfaction, and team performance in a fast-paced environment.

We are open to considering candidates from the following backgrounds:

• Candidates with experience managing CSR, TL, QA, Training, or related operational teams.
• Candidates with Call Center Manager experience handling both Customer Service and Sales operations.

Key Responsibilities

• Manage day-to-day call center operations for international processes.
• Lead and supervise Team Leaders, CSRs, QAs, Trainers, and support staff.
• Monitor team productivity, attendance, shrinkage, and performance metrics.
• Ensure achievement of KPIs, SLAs, quality standards, and client expectations.
• Handle escalations and provide effective resolutions to operational challenges.
• Conduct regular performance reviews, coaching sessions, and team development activities.
• Prepare and analyze operational reports, dashboards, and MIS data.
• Collaborate with HR, Training, and Quality teams for hiring, on boarding, and performance improvement initiatives.
• Drive process improvement and operational efficiency initiatives.
• Manage remote/hybrid teams effectively while maintaining engagement and productivity.
• Ensure compliance with company policies and international BPO standards.

Required Skills & Qualifications

• Bachelors degree in any discipline.
• Minimum 8+years of experience in International BPO operations.
• Prior experience as a Team Leader, Assistant Manager, Operations Manager, or Call Center Manager.
• Strong understanding of Customer Service and/or Sales processes.
• Excellent leadership, communication, and people management skills.
• Experience managing remote or hybrid teams will be preferred.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Excel, reporting, and operational dashboards.
• Ability to work in rotational shifts as per business requirements.

Preferred Candidate Profile

• Candidates with experience handling both voice and non-voice processes.
• Exposure to international clients/processes (US/UK/Australia preferred).
• Strong stakeholder and client management skills.

Ability to manage high-volume operations and multiple teams simultaneously.

Technical / Work From Home Requirements

• Laptop: Minimum i3 processor with 8 GB RAM required.

• Internet: Stable Wi-Fi connection with minimum 100 Mbps speed required.

• Static IP: Mandatory for the role.

• Headphones: Wired noise-cancellation headphones required.

• Power Backup: Inverter / reliable power backup is mandatory.

• Camera Policy: Candidate must be available on camera during shift hours as per company requirement