Call Centre Manager

Job Description: Call Center Manager

**Company:** DAO EVTech Private Limited

**Location:** Pune, Maharashtra

**Industry:** Electric Vehicle (EV) Sales and Service

About DAO EVTech Pvt. Ltd.

DAO EVTech Pvt. Ltd. is a leading player in the electric mobility sector, specializing in the sales and servicing of electric two-wheelers and related technologies. With a commitment to innovation, sustainability, and customer satisfaction, DAO EVTech is on a mission to redefine the future of transportation across India.

Position Overview

We are seeking a dynamic and experienced BPO Services Manager to lead our customer support and backend operations team in Pune. The ideal candidate will bring strong BPO management expertise, preferably from the automobile or EV sector, to ensure exceptional customer service, operational efficiency, and team leadership.

Key Responsibilities

• Manage Call Center Operations: Oversee day-to-day operations of the Call Center support team handling customer queries, service requests, and post-sales support.
• Team Leadership: Supervise, mentor, and train BPO executives to deliver high-performance results and maintain high levels of productivity and morale.
• Customer Support Excellence: Ensure all customer interactions (calls, emails, chat, etc.) are handled professionally, empathetically, and within SLA timelines.
• Process Optimization: Identify operational gaps and implement process improvements to enhance efficiency and reduce costs.
• Service Coordination: Work closely with the on-ground service team to ensure customer complaints and service issues are resolved in a timely manner.
• Reporting & Analytics: Generate and analyze daily, weekly, and monthly performance reports, and provide strategic inputs to senior management.
• Technology Utilization: Leverage CRM and BPO tools to streamline operations, monitor performance, and drive customer satisfaction.
• Quality Assurance: Implement QA frameworks to ensure consistent service quality, compliance, and customer delight.
• Stakeholder Communication: Act as the point of contact between the BPO team and internal departments like Sales, Service, and Technical teams.
• Sales Training : Perform Trainings Camps of Retails Sales Staff at various Retails Locations from Time to time.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Operations, or related field (MBA preferred).
• 5+ years of BPO experience, with at least 2 years in a managerial role.
• Prior experience in the automobile or EV industry will be a strong advantage.
• Strong knowledge of CRM systems and customer support technologies.
• Excellent communication, leadership, and problem-solving skills.
• Proficient in English, Hindi, and Marathi.

What We Offer

• Competitive salary and performance-based incentives
• Opportunity to work in a fast-growing EV brand
• Supportive work environment with growth opportunities
• Health and wellness benefits

Application Instructions

Interested candidates may send their updated CV with the subject line "Call Center Manager – Pune" to hr@daoevtech.com