Call Center Manager

Job Summary

We are looking for an experienced Call Centre Manager to manage daily call centre operations, lead the customer service team, monitor performance, and ensure excellent customer satisfaction.

Key Responsibilities

Manage day-to-day call centre operations and team performance.

Lead, motivate, and monitor call centre executives.

Set team targets and ensure achievement of KPIs.

Monitor inbound and outbound calls, customer handling, and service quality.

Handle escalated customer complaints and resolve issues.

Conduct team meetings, training, and performance reviews.

Prepare daily, weekly, and monthly performance reports.

Manage staff schedules, attendance, and workload allocation.

Coordinate with other departments to improve customer service.

Ensure compliance with company policies and call centre processes.

Required Skills

Excellent communication and interpersonal skills.

Strong team management and leadership abilities.

Good problem-solving and decision-making skills.

Customer service and complaint-handling skills.

Knowledge of CRM and call centre software.

Ability to manage targets, KPIs, and reports.

Proficiency in MS Excel and basic computer applications.

Education & Experience

Any degree / Diploma.

3–7 years of experience in Call Centre, BPO, Customer Service, or Telecalling operations.

Previous experience as a Team Leader or Call Centre Manager is preferred.

Key Performance Indicators

Customer satisfaction (CSAT).

Average handling time (AHT).

First call resolution (FCR).

Call quality and team productivity.

Target achievement and attendance.

Pay

₹40,000.00 - ₹60,000.00 per month

Benefits

Paid sick time

Experience

Team Leader

4 years (Preferred)

Call Center

5 years (Preferred)

Work Location

In person