Call Centre Manager

Call Centre Manager

Job Summary
We are looking for an experienced and results-driven Call Centre Manager to lead and manage
a high-performing call center team. The ideal candidate should have strong leadership,
communication, customer service, sales, and performance-management skills, with proven
experience handling a large team.
Key Responsibilities

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Manage and supervise a call center team of approximately 50 employees.
Set daily, weekly, and monthly performance targets and ensure achievement.
Monitor team productivity, call quality, conversion rates, customer satisfaction, and other
KPIs.

- Must have experience in International inbound & outbound Voice calls & Voice Process
Coach, mentor, and motivate team members to improve individual and overall
performance.

- Conduct regular team meetings, performance reviews, and feedback sessions.
Develop and implement strategies to improve call quality, productivity, sales
conversions, and customer experience.

- Monitor attendance, discipline, punctuality, and adherence to company policies.
Identify performance gaps and implement appropriate corrective and improvement
measures.

- Prepare and submit daily/weekly/monthly performance reports to management.
Coordinate with Sales, Operations, Marketing, Visa, and other departments to ensure
smooth customer handling.

- Handle escalations and resolve customer or team-related issues effectively.
Ensure proper usage and updating of CRM/call center software and maintain accurate
customer records.

- Analyze call center data and provide actionable insights to management.
Ensure the team follows company SOPs, customer communication standards, and
compliance requirements.

Participate in recruitment, onboarding, training, and development of call center staff.
Required Qualifications & Experience

Minimum 7+ years of overall experience in call center/contact center operations,
customer service, or a related field.

- Proven experience in managing a team of at least 50 people.
Strong experience in team leadership, performance management, and target-driven
environments.

Experience in monitoring KPIs such as call volume, conversion, productivity, quality,
and customer satisfaction.

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Excellent communication, interpersonal, negotiation, and problem-solving skills.
Strong analytical and reporting abilities.
Good knowledge of CRM and call center management systems.
Ability to work under pressure and manage multiple priorities.
Experience in the travel/tourism industry will be an added advantage.