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AGM-Call center

20 years

0 Lacs

Gurugram Haryana India

Posted:4 weeks ago| Platform: Linkedin logo

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Skills Required

leadership planning crm reporting analyze metrics rpc recruitment training compliance data reports drive sigma lean automation

Work Mode

On-site

Job Type

Full Time

Job Description

Job Title: Assistant General Manager (AGM) – Call Center Operations

Location:

Experience:

Industry:

Team Size:

Employment Type:


Job Summary:

Seeking a strategic AGM to lead a 700-seat outbound call center. The role focuses on sales performance, team leadership, and process optimization.


Key Responsibilities:

  • Manage day-to-day operations and ensure sales KPIs are met
  • Lead planning, performance reviews, and capacity forecasting
  • Optimize dialers, CRM, IVR, and reporting systems
  • Analyze metrics (AHT, RPC, conversions, shrinkage) for improvements
  • Oversee 200+ agents, including supervisors and team leads
  • Manage recruitment, training, and shift planning
  • Ensure compliance with quality and data standards
  • Generate reports and dashboards for business insights
  • Drive process improvements and system upgrades


Candidate Requirements:

  • Graduate/Postgraduate
  • 6–8+ years in outbound telesales operations
  • Experience managing 200+ agents
  • Hands-on with dialers, CRM, IVR, and analytics
  • Strong leadership and decision-making skills


Preferred:

  • Experience in telecom, BFSI, insurance, or EdTech
  • Knowledge of Six Sigma, Lean, or automation tools

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