Call Centre Operations Manager

Job Title: Call Centre Operations Manager

Job Type: Full-Time | Work from Office

Job Summary:

We are looking for an experienced and result-driven Call Centre Operations Manager to lead and manage our call centre team. The ideal candidate should have strong leadership skills, hands-on experience in managing inbound and outbound operations, and the ability to communicate in basic Punjabi along with Hindi and English.

Key Responsibilities:

• Oversee day-to-day call centre operations and ensure smooth workflow.
• Manage a team of advisors/executives to achieve performance targets (sales, service quality, productivity, etc.).
• Monitor calls to ensure quality, compliance, and customer satisfaction.
• Prepare performance reports and present key operational metrics to management.
• Handle escalated customer queries and provide timely resolution.
• Train, motivate, and mentor call centre staff for improved efficiency.
• Coordinate with HR for recruitment and scheduling of team members.
• Ensure adherence to company policies, scripts, and communication standards.

Requirements:

• Bachelor’s degree in Business Administration or related field.
• Proven experience (3–5 years) in call centre operations or team management.
• Strong leadership, analytical, and communication skills.
• Ability to handle pressure and maintain team discipline.
• Basic knowledge of Punjabi language (understanding and speaking) is mandatory.
• Proficiency in Hindi and English is required.
• Hands-on experience with CRM and call management software.

Preferred Skills:

• Experience in the Ayurvedic / Healthcare / E-commerce / Financial service sector will be an advantage.
• Excellent problem-solving and decision-making skills.
• Positive attitude with team-oriented approach.

Salary: As per experience and company norms

Work Location: [Vardhan Ayurvedic Herbals Medicines PVT LTD ], [E-260, FAIR Tower, 5th Floor, Sector-74, Mohali]

Job Types: Full-time, Permanent

Pay: ₹21,614.15 - ₹70,065.05 per month

Benefits:

• Paid sick time

Work Location: In person