Call Centre Manager

Role & responsibilities

Job Title: Call Center Manager Magicbricks

Location: Noida

Department: Call Center Operations

Role Summary

The Call Center Manager will lead the Quality, Hiring/Training, and MIS functions to ensure high-performing outbound sales operations. The role is responsible for driving productivity, maintaining process discipline, improving customer experience, and ensuring the center operates within the defined budget.

Key Responsibilities

Lead Quality, Hiring, and MIS teams to support outbound sales (Prime, B2C) and service processes.

Ensure call quality standards, regular audits, and feedback loops to improve conversions and customer experience.

Manage hiring pipeline, onboarding, and training of agents to meet monthly manpower requirements.

Oversee MIS reporting, dashboards, and data accuracy for daily sales and operational metrics.

Track and control call center budgets, including manpower, incentives, and operational overheads.

Drive performance on core KPIs—connect rates, productivity, conversions, AHT, and QA scores.

Ensure compliance, process adherence, and smooth coordination with Sales, HR, and Service Delivery teams.

Build a strong performance culture and manage team leads effectively.

Required Experience

6–10 years of BPO/Call Center experience, with at least 2–3 years in a managerial role.

Strong understanding of outbound sales processes and call center KPIs.

Proficiency in Excel, reporting tools, and call center platforms.

Key Competencies

Leadership & Team Management

Analytical & Problem-Solving Skills

Process Orientation

Strategic Planning & Decision Making

Coaching & Performance Management

Operational Excellence

Preferred candidate profile