Call Centre Manager

We are looking for an experienced Call Centre Manager – Outbound to manage day-to-day outbound operations, drive team productivity, achieve business targets, and ensure high-quality customer interactions.

Key Responsibilities

Manage and monitor daily outbound calling operations and overall team performance.

Lead, coach, and motivate Team Leaders, Telecallers, and Executives to achieve targets.

Set daily, weekly, and monthly calling and conversion targets.

Monitor key KPIs such as calls per day, connect rate, conversion rate, productivity, AHT, occupancy, and agent performance.

Prepare and analyze daily/weekly/monthly MIS reports and dashboards.

Identify performance gaps and implement corrective action plans.

Ensure proper utilization of manpower and optimize team productivity.

Coordinate with HR, Training, Quality, and other departments for smooth operations.

Conduct regular performance reviews and provide feedback to team members.

Ensure adherence to company processes, scripts, quality standards, and compliance requirements.

Handle escalations and resolve operational issues effectively.

Advanced knowledge of MS Excel is required.

Strong hands-on experience with Pivot Tables, VLOOKUP/XLOOKUP, SUMIFS/COUNTIFS, IF formulas, conditional formatting, data validation, charts, and dashboards.

Ability to analyze large datasets and identify trends, gaps, and productivity issues.

Prepare automated and management-level MIS reports and performance dashboards.

Strong understanding of data analysis, manpower planning, productivity tracking, and target vs. achievement reports.

Required Skills-

Strong leadership and team-management skills.

Excellent communication and interpersonal skills.

Strong analytical and problem-solving abilities.

Target-oriented and result-driven approach.

Good understanding of outbound call-centre operations.

Strong knowledge of MIS and Excel-based reporting.

Ability to work under pressure and manage multiple priorities.

Pay

₹30,000.00 - ₹35,000.00 per month

Benefits

Provident Fund

Work Location

In person