Call Center Operations Manager Cum Trainer

Position Title: Call Center Operations Manager cum Trainer

Location: Faridabad]

Department: Customer Support / Contact Center

Reporting To: [Head of Operations / Director / CX Manager]

Experience: 7+ years in call center operations, with 2+ years in training and development

Role Summary:

This dual-role position is responsible for managing the daily operations of the call center while also leading the training and development of the agent workforce. The ideal candidate combines strong leadership skills with a passion for coaching and improving performance standards across the team.

Key Responsibilities:

Operations Management:

• Lead and supervise day-to-day call center operations to ensure optimal service levels and productivity.

• Monitor and analyze key performance indicators (KPIs) such as SLA, AHT, CSAT, FCR, and attrition.

• Manage staffing, shift planning, and resource allocation.

• Handle escalated customer issues and ensure prompt resolutions.

• Generate and present operational reports to management with actionable insights.

• Coordinate with Quality Assurance (QA), IT, and other departments to ensure seamless operations.

• Drive process improvement initiatives to enhance customer experience and operational efficiency.

Training & Development:

• Design and conduct onboarding and induction training for new agents on systems, products, and soft skills.

• Identify performance and knowledge gaps through analysis and collaborate with QA to provide targeted training.

• Deliver refresher training and workshops to improve customer handling, compliance, and communication skills.

• Develop and maintain training materials, manuals, and assessments.

• Track training effectiveness and agent performance post-training.

• Create a culture of continuous learning and skill development.

Key Skills & Competencies:

• Leadership and team management

• Coaching and mentoring abilities

• Strong verbal and written communication

• Data analysis and performance monitoring

• Instructional design and training delivery

• Problem-solving and decision-making

• Familiarity with CRM tools, dialers, and other call center technologies

• Empathy, patience, and customer-focused mindset

Educational Qualification:

• Bachelors Degree in Business Administration, Communications, or a related field (Master’s preferred)

• Certification in Training (e.g., Train the Trainer) is a plus

Working Conditions:

• Full-time role; rotational shifts may apply based on business needs

Interested can share their CVs on manjul.maheshwari@sarvodayahospital.com or can reach on 9810094625