Call Centre Manager

Role Overview

We are looking for an experienced Call Center Manager to lead and manage a team of call center executives/team leaders. The ideal candidate should have strong experience in BPO/Call Center Operations, team management, performance monitoring, customer experience, and productivity improvement.

Role & responsibilities

* Manage day-to-day operations of the call center and ensure achievement of defined business targets.

* Lead, coach, and manage a team of Team Leaders and Call Center Executives.

* Monitor key call center metrics including SLA, AHT, CSAT, FCR, Quality Scores, Productivity, Shrinkage, and Abandonment Rate.

* Drive team performance against daily, weekly, and monthly targets.

* Conduct regular performance reviews, coaching sessions, and team huddles.

* Manage manpower planning, rostering, attendance, shift allocation, and workforce utilization.

* Identify performance gaps and implement corrective action plans.

* Handle escalated customer cases and ensure timely resolution.

* Work closely with internal stakeholders to improve processes and customer experience.

* Prepare and share MIS, performance dashboards, and operational reports with leadership.

* Drive employee engagement and control attrition within the team.

* Ensure adherence to SOPs, quality standards, and organizational policies.

Preferred candidate profile

* 5+ years of experience in Call Center/BPO/Contact Center Operations.

* Minimum 23 years of team handling experience is mandatory.

* Experience managing a sizeable team directly or through Team Leaders.

* Strong understanding of inbound/outbound calling operations and call center KPIs.

* Excellent people management, communication, and problem-solving skills.

* Strong analytical and performance management capabilities.

* Comfortable working in a fast-paced, target-driven environment.