Call Center Manager

About Immunosciences

Immunosciences is a wellness‑focused company dedicated to improving overall health, immunity, and well‑being through nutrition guidance, lifestyle support, and personalized wellness programs. We take a holistic approach, addressing key areas such as skin health, digestive health, respiratory wellness, hair and nail health, mental well‑being, fitness guidance, and immunity support. Our mission is to empower individuals to achieve better health through science‑backed wellness practices and personalized health support.

Job Description: Call Center Manager

Position: Call Center Manager
Location: Delhi
Reporting To: Director, Immunosciences

About the Role

The Call Center Manager will lead and oversee all call center operations in Delhi, ensuring exceptional customer service, efficient query resolution, and achievement of performance and service goals. This role requires a proactive leader with excellent communication skills, strong people‑management experience, and a deep understanding of customer service excellence.

Key Responsibilities

• Lead, coach, and develop the call centre team to achieve performance targets, KPIs and service quality standards.
• Oversee daily call centre functions, including inbound/outbound calls, email, and chat support.
• Monitor call quality, customer feedback, and service metrics; prepare performance reports for senior leadership.
• Plan and manage workforce scheduling to maintain optimum staffing levels.
• Conduct training, performance evaluations, and continuous coaching for the call centre staff.
• Handle escalated customer issues with professionalism and ensure timely resolution.
• Collaborate with cross‑functional teams to align goals and improve processes.
• Ensure compliance with call center procedures, policies, and quality standards.

Required Qualifications

• Bachelor’s degree in Business Administration, Management, Communications, or a related field.
• 5+ years of experience in call centre operations or customer service, with leadership or managerial experience in a call centre environment.
• Experience in hospitality, healthcare, nutraceutical supplements, or related service industry is a plus, helping provide product/industry insight and enhanced customer engagement.
• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Excellent verbal and written communication and interpersonal skills.
• Proficiency in call centre technologies, CRM systems, and MS Office.
• Strong problem‑solving and conflict resolution abilities.
• High level of professionalism, integrity, and customer focus.

Apply Now and Join the Immunosciences Team!

hr@immunosciences.in
99109 08132

Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹98,610.66 per month

Benefits:

• Paid sick time
• Paid time off

Work Location: In person