Job Description - Call Centre Operations Coordinator

Position: Call Centre Operations Coordinator.

Department: Call Center / Campaign Operations

Industry: Political Consultancy

Experience: 4–8 Years

Location: Mohali / Noida

Job Summary

We are looking for an experienced Call Centre Operations Coordinator. to manage and oversee calling operations for political campaigns and election-related projects. The candidate will be responsible for managing calling teams, achieving campaign targets, monitoring voter survey and outreach activities, ensuring data accuracy, and providing regular campaign-related reports to management.

Key Responsibilities

• Manage day-to-day operations of the political campaign call centre.
• Lead and supervise Team Leaders, Callers, Survey Executives, and other calling staff.
• Plan manpower requirements based on campaign and constituency requirements.
• Set daily and weekly calling targets and ensure timely achievement.
• Manage voter calling, surveys, feedback collection, opinion surveys, and campaign-related outreach.
• Ensure callers follow approved calling scripts, questionnaires, and campaign processes.
• Monitor call volume, connect rate, response rate, survey completion, and other campaign KPIs.
• Monitor constituency-wise and campaign-wise calling performance.
• Review daily MIS and identify gaps in team performance.
• Coordinate with Data/MIS, Research, Ground Operations, and Campaign Teams.
• Escalate important voter feedback and campaign-related inputs to the concerned teams.
• Conduct regular team meetings, performance reviews, and training sessions.
• Monitor call quality through regular call audits.
• Coach and improve the performance of Team Leaders and calling executives.
• Manage shift planning, attendance, productivity, and manpower utilization.
• Prepare and share daily, weekly, and campaign-wise MIS reports.
• Ensure confidentiality and responsible handling of campaign and voter-related data.
• Support campaign teams during election periods, surveys, public outreach campaigns, and high-priority projects.
• Be flexible with working hours during critical campaign and election periods.

Required Skills

• Strong team-management and leadership skills.
• Excellent communication and interpersonal skills.
• Experience managing target-driven calling operations.
• Strong understanding of call center and survey operations.
• Good knowledge of MS Excel, MIS, CRM, and calling software.
• Strong analytical and problem-solving skills.
• Ability to manage large teams and high-volume calling operations.
• Ability to work under pressure and meet strict campaign deadlines.
• Strong coordination and reporting skills.
• Ability to work in a fast-paced political consultancy environment.

Preferred Experience

Candidates with experience in the following areas will be preferred:

• Political consultancy / election campaigns
• Election or voter surveys
• Political campaign call centers
• Public opinion surveys
• Tele-calling / BPO / contact center operations
• Voter outreach or field survey projects
• Campaign data collection and MIS
• Large-scale outbound calling operations

Qualification & Experience

• Graduate in any discipline.
• 4–8 years of relevant experience in call center, BPO, tele-calling, survey operations, political campaigns, or similar operations.
• Previous experience managing large calling teams will be an advantage.

Key Performance Indicators

• Calling target achievement
• Team productivity
• Call volume and connect rate
• Survey completion rate
• Data accuracy
• Call quality
• Team attendance and utilization
• Campaign-wise reporting accuracy
• Timely escalation and issue resolution
• Overall team performance

Location

Mohali / Noida

The role may require flexibility in working hours and travel depending on campaign requirements, election schedules, and project needs.