Call Centre Manager

Zee Learn

7 - 12 years

7 - 15 Lacs

mumbai suburban navi mumbai mumbai (all areas)

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Skills Required

lead generation operations team management customer service client relationship management bpo sales

Work Mode

Work from Office

Job Type

Full Time

Job Description

Oversee the daily operations of the call centre
Monitor, manage, and qualify inbound digital lead flows through the call centre
Oversee lead nurturing processes to ensure consistent engagement and qualification
Conduct daily audits of call quality, CRM hygiene, and agent performance
Identify gaps in performance, communication, or process and drive improvements
Manage performance reviews and training of call centre executives
Develop and maintain call quality checklists, SOPs, and escalation matrices
Co-create SOPs and FAQs for new campaigns, geographies, or business verticals
Identify knowledge or skill gaps using call audits and recommend targeted interventions
Contribute significantly to business goals by improving lead-to-qualified conversion rates

Must-Have Skills

Proven experience in call centre leadership and/or quality control
Strong command of communication audits and sales/counselling script design
Proficiency in CRM and dialer tools (preferably Zoho CRM & Zoho PhoneBridge/Ameyo/Exotel)
Fluent in English and Hindi (additional regional languages are a plus)
Data-driven mindset: ability to build performance dashboards and extract actionable insights
Familiarity with CSAT/NPS processes, feedback analysis, and service excellence standards

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