Call Center Manager

Key Requirements Minimum of three years of experience as a Call Center Manager or Team Leader in a sales or service-oriented call center Proven experience in managing a team of more than fifteen telecallers Strong understanding of call center operations key performance indicators and performance monitoring Fluency in English and Hindi is mandatory Knowledge of regional languages such as Marathi is preferred Excellent communication leadership and problem-solving skills Proficiency in CRM software call center tools and reporting dashboards Ability to work six days a week from Monday to Saturday Job Role / Responsibility : Industry: Educational Institute Call Center Working Days: Monday to Saturday (Six days a week) Job Summary We are looking for an experienced and result-oriented Call Center Manager to lead the operations of our educational institute s call center in Bavdhan Pune The ideal candidate should have a strong background in team management operations performance monitoring and achieving key performance indicators The manager will oversee a team of more than fifteen telecallers responsible for both inbound and outbound calling processes ensuring productivity and efficiency in meeting business objectives Key Responsibilities Managing and leading a team of more than fifteen telecallers to achieve operational targets Monitoring daily inbound and outbound call center operations to ensure efficiency Tracking key performance indicators such as call quality conversion rates and productivity to drive results Conducting regular training coaching and performance evaluations to enhance team performance Implementing strategies to improve lead conversion rates and customer satisfaction Conducting call audits to maintain high standards of communication and service quality Maintaining and analyzing call center metrics to generate reports for senior management Handling escalations and resolving customer concerns effectively Ensuring compliance with company policies and service