Call Center Manager

Role Overview:

We are seeking a performance-driven and highly organized Call Center Manager to lead and optimize our inbound/outbound calling operations. This role demands strong leadership, a sharp eye for data, and a deep understanding of customer service protocols. You will be responsible for team management, process improvement, and ensuring delivery of excellent customer experience aligned with business goals.

Key Responsibilities

Team Leadership & Performance Management:

• Lead, coach, and mentor a team of Team Leads, Supervisors, and Calling Agents.
• Set clear performance expectations and drive accountability across all levels.

Manage recruitment, training, scheduling, and performance reviews.

Operational Excellence:

• Ensure consistent achievement of SLAs, KPIs, and daily call targets.
• Optimize call scripts, workflows, and technology use to enhance team productivity.

Implement process improvements to reduce AHT (Average Handling Time) and increase FCR (First Call Resolution).

Reporting & Analysis:

• Maintain daily, weekly, and monthly reports on call metrics, attendance, quality scores, and team performance.
• Use data insights to identify gaps and strategize improvement plans.

Client and Stakeholder Communication:

• Coordinate with internal stakeholders and clients to ensure call center goals are aligned with campaign objectives.
• Prepare and present performance dashboards and feedback reports.

Technology & Compliance:

• Ensure proper use of CRM, call dialers, and other support tools.
• Enforce data security and compliance with company policies and industry regulations.

Desired Skills & Competencies:

• Proven experience in managing mid-to-large call center teams.
• Strong grip on reporting tools (Excel, Google Sheets, CRM dashboards).
• Excellent communication and interpersonal skills.
• Ability to work under pressure and lead through change.
• Analytical thinker with a problem-solving mindset.
• Working knowledge of quality assurance frameworks and performance coaching.

Preferred Qualifications:

• Graduate/Postgraduate in Business, Management, or related field.
• Prior experience in loyalty, rewards, fintech, BPO, or customer lifecycle campaigns is a plus.
• Knowledge of multi-lingual call operations or regional calling teams is an advantage.

Why Join Us?

• Work with a dynamic leadership team building impactful engagement programs.
• Opportunity to own end-to-end performance for critical business verticals.
• A growth-oriented environment with continuous learning and upskilling support.

Job Type: Full-time

Pay: ₹35,000.00 - ₹40,000.00 per month

Benefits:

• Health insurance

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus

Ability to commute/relocate:

• Ramanathapuram, Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Which languages are you proficient in speaking ?
• Have You Ever Managed a Call Center Before
• How Good are you are MS Excel & Overall MS Office

Experience:

• Call Center Management: 3 years (Preferred)

Location:

• Ramanathapuram, Coimbatore, Tamil Nadu (Preferred)

Work Location: In person