Call Center Manager

Job Description

We are seeking an experienced and dynamic Call Center Manager to lead and oversee our call center operations. The ideal candidate will be responsible for improving performance, increasing efficiency, and ensuring excellent customer service delivery. Key Responsibilities: Manage day-to-day operations of the call center (inbound and outbound). Supervise team leaders and agents, ensuring KPIs and SLAs are met. Monitor call metrics and performance reports to identify areas of improvement. Develop strategies to enhance productivity, quality, and customer satisfaction. Handle escalated customer complaints and provide effective resolutions. Conduct regular training, coaching, and performance evaluations. Collaborate with HR for recruitment, onboarding, and workforce planning. Ensure compliance with company policies and industry regulations. Requirements: Bachelor's degree in Business, Management, or related field. Proven experience as a Call Center Manager or similar role. Strong leadership and people management skills. Excellent communication, problem-solving, and analytical abilities. Proficiency in call center software (e.g., CRM tools, dialer systems). Ability to work in a fast-paced, high-pressure environment. Job Types: Full-time, Permanent Pay: From ₹20,000.00 per month Work Location: In person