Call Center Manager

About I-PAC:

I-PAC (Indian Political Action Committee) is a leading consulting firm that provides innovative solutions to our Campaign’s most challenging problems. We pride ourselves on delivering strategic insights and actionable plans that drive growth and improve performance.

About the role:

The Call Centre Manager will lead a team of TL and Quality Analysts, ensuring performance targets are met while maintaining high service standards. This role involves monitoring and coaching team members, implementing training programs, and managing scheduling and staffing for optimal coverage. The supervisor will collaborate with other departments, generate performance reports for management, and efficiently manage vendor teams. Strong leadership, communication skills, and the ability to work under pressure are essential to success in this fast-paced, dynamic environment.

Job Responsibilities:

• Lead and oversee a team of Team Leaders (TLs) and Quality Analysts (QAs), ensuring performance targets are met and high-quality service is consistently delivered.
• Monitor and assess team members’ performance, providing constructive feedback and coaching to foster skill development and goal achievement.
• Design and implement training programs to enhance team members' skills, knowledge, and performance.
• Conduct regular team meetings to communicate goals, performance targets, and expectations effectively.
• Build and maintain strong working relationships with other departments to ensure smooth and efficient contact centre operations.
• Generate detailed performance reports and communicate results to management, providing insights and recommendations for improvement.
• Manage team scheduling and staffing, ensuring optimal coverage during operational hours.
• Efficiently manage Vendor teams to ensure service delivery and performance standards are met. Thrive under pressure, ensuring tasks are completed with attention to detail and within deadlines.

Required Qualifications:

• Bachelor's degree in Business Administration or a related field.
• Minimum of 5 years of experience, including at least 2 years in a supervisory role (TL/QA/Trainer) in both Inbound and Outbound (Tele-Sales) voice, within international and domestic BPO environments.
• Strong communication skills, both verbal and written.
• Proven leadership abilities with the capability to motivate and inspire a team to achieve goals.
• In-depth understanding of contact centre operations and key performance metrics.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Adaptable and flexible, able to manage changing business needs effectively.
• Capacity to perform efficiently in a fast-paced, dynamic environment.
• Fluent in Tamil and Malayalam