Call Center Manager

Role summary

Own daily performance of a 12‑FTE inside‑sales floor (10 Agents, 1 QA, 1 Trainer/Coach) that books service appointments and drives revenue from JC/Invoice funnels. Lift connect rate, booking conversion, show rate and cross‑sell while ensuring strong compliance with TRAI/DND/DLT and the Digital Personal Data Protection Act (2023).

What you will own

• Sales outcomes: Hit monthly booking & revenue targets; improve connect/booking/show; drive cross‑sell.
• Floor & WFM: Rosters for a 9:00–21:00 window, 6‑day rotation; plan shrinkage 28–32%; meet SL 80/20; keep abandon ≤10%.
• Channels: Voice + WhatsApp Business + SMS cadences; missed‑call and re‑attempt strategies.
• Tooling: LeadSquared CRM; Knowlarity or Tata Tele dialer; manage virtual‑number pools, sticky agent, CLI rotation.
• Quality & CX: QA checklist ownership; weekly calibrations; manage AHT without hurting conversion; drive CSAT/NPS.
• Compliance: 100% DND/DLT scrubbing; consent & call‑recording disclosures; audit‑ready processes.
• Cross‑functional: Feedback to Marketing on lead quality & VOC; align with Retail Ops on slotting and capacity.
• Vendor governance: Daily attendance/infra checks; weekly business reviews and monthly scorecards.

Performance KPIs (starter targets; adjust to your baseline)

• Booking conversion (fresh leads): 25–35%
• Show rate (attended/booking): 70–80%
• Fresh‑lead first touch in 15–30 mins: ≥80%
• Outbound connect (fresh): ≥35–45%
• AHT (booking calls): 4–6 mins
• QA: ≥85% FCR: ≥70–75% CSAT: ≥4.3/5 (or NPS ≥40)
• Abandon: ≤8–10% Attendance: ≥95% Attrition (monthly): ≤5–7%
• Compliance: 100% DND/DLT/consent/recording adherence

Qualifications

• 3–5 years as TL/Manager in sales‑led contact centres; automotive/services upsell preferred.
• Hands‑on with LeadSquared; Knowlarity/Tata Tele dialer; strong Excel (pivot, lookup).
• Fluent in English + Kannada + Tamil/Hindi; ensure team‑level multilingual coverage.
• Strong floor coaching; funnel math; WFM basics; regulatory hygiene.

Working model & compensation

• On-site at vendor floor (Bengaluru); 6‑day roster with weekend rotation.
• Variable pay 20–30% of CTC linked to JCs, revenue/booking, QA & compliance gates.

Job Types: Full-time, Permanent

Pay: ₹500,000.00 - ₹700,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Ability to commute/relocate:

• Bengalore, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Sales administration: 5 years (Preferred)
• Team management: 5 years (Preferred)
• Telemarketing: 5 years (Preferred)

Language:

• English (Preferred)
• Kannada (Preferred)
• Hindi (Preferred)
• tamil (Preferred)

Location:

• Bengalore, Karnataka (Required)

Willingness to travel:

• 50% (Preferred)

Work Location: In person