Call Centre Manager

Role & responsibilities

ROLE PURPOSE

Own end-to-end call quality across inbound and outbound tele-calling for all active real estate projects, in partnership with the sales heads who own the project scripts. Convert approved scripts into effective, compliant, project-accurate pitches, and lift the calling team's audited quality and conversion-readiness against a published rubric. Institutionalise quality as a measurable, auditable process rather than a subjective judgement, and reduce the contact center's dependence on individual callers or undocumented knowledge.

JOB DESCRIPTION

1. Own end-to-end call quality across inbound and outbound tele-calling for all active real estate projects.

2. Design and maintain the call QA rubric and scoring methodology for both inbound and outbound calls.

3. Audit a defined sample of calls per caller each week and score against the rubric with traceable evidence.

4. Build and maintain working command of each project's pulse, USP, configuration, pricing logic, and buyer profile.

5. Translate sales-head-approved project scripts into calling-ready pitches, objection banks, and FAQ responses without altering approved commercial or legal claims.

6. Run a fixed joint-review and sign-off cadence with sales heads; maintain version control of the pitch library so the floor always uses the current approved script.

7. Flag RERA / claims-sensitive deviations and mis-statements through a documented escalation trail.

8. Convert audit findings into targeted, caller-by-caller coaching; run calibration and refresher sessions on launches and script changes.

9. Maintain a call library of strong and weak examples for training and induction.

10. Publish a weekly quality dashboard: caller scores, trend lines, top defect categories, and conversion-readiness signals.

11. Document and own quality SOPs, scripts, and process records so knowledge is institutionalised, not person-dependent.

12. Support contact center floor operations and reporting on quality-linked matters as required.

13. Own and prepare MIS and other reports

14. Implementing strategies to generate qualified leads and convert site visit as per monthly and quarterly targets

15. Monitoring qualified lead and site visit conversion rates and implementing measures to improve them

16. Keeping track of targets and achievements (SV/CV/VM, dialled and connected calls, CSAT, Talk time) and implementing strategies to achieve them

17. Product Training and objection handling and regularly visiting sites for updates.

18. Managing escalations from team members & regular monitoring of the team in terms of attendance, shift adherence, breaks, leave and weekly roaster etc.

19. Managing and maintaining calling CRM (Ameyo), Entire hygiene check of Ameyo, Creation of new campaigns and allotting new DIDNO, raising of support tickets for any updation or rectification in Ameyo care, raising service tickets for new, new User Addition and assigning them into campaigns, Processing Invoices generated by Ameyo.

20. Reporting & Analysis