Call Center Supervisor

1. Strategy & Setup

• Setup a call centre division within the agency.
• Recommend and implement the right call centre software (e.g., cloud-based telephony, CRM, dialers).
• Work with IT and admin teams to ensure infrastructure, data security, and compliance.

2. Team Building & Operations

• Recruit, train, and manage a team of call centre agents and team leads.
• Create call scripts, pitch decks, training material, and SOPs for quality assurance.
• Establish KPIs, SLAs, and agent performance metrics.

3. Daily Supervision & Quality Control

• Oversee daily operations and ensure agent adherence to scripts, targets, and timelines.
• Monitor call quality, provide coaching, and implement corrective actions.
• Handle escalations and maintain a high level of service excellence.

4. Reporting & Analytics

• Generate and analyze reports on call volumes, conversions, agent productivity, and campaign ROI.
• Share performance insights with internal and client teams as needed.
• Optimize processes based on analytics and client feedback.

5. Client Coordination

• Work closely with the creative teams to align call centre efforts with campaign goals.
• Understand client business objectives and tailor calling strategies accordingly.
• Present performance reports and offer consultative inputs to improve outreach.

Required Skills & Qualifications

• Proven experience (5+ years) in call centre management (preferably in both inbound and outbound operations).
• Strong understanding of call centre software (e.g., Freshdesk, Zoho Desk, Ameyo, Exotel, Aircall, etc.).
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot).
• Ability to create and monitor dashboards and agent productivity metrics.
• Excellent leadership, communication, and problem-solving skills.
• Experience in client-facing roles and managing multi-industry campaigns is a plus.
• Bachelor’s degree in Business, Communications, or related field.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Schedule:

• Monday to Friday

Supplemental Pay:

• Performance bonus
• Yearly bonus

Application Question(s):

• Can you setup a call centre with your capabilities within this creative agency?

Experience:

• Call centre: 4 years (Required)

Language:

• English & Hindi (Required)

Work Location: In person