Call Centre Operations Manager

As a Call Centre Operations Manager at [Vardhan Ayurvedic Herbals Medicines PVT LTD], your role will involve overseeing day-to-day call centre operations and managing a team of advisors/executives to achieve performance targets. You will be responsible for ensuring smooth workflow, monitoring calls for quality and compliance, and preparing performance reports for management. Handling escalated customer queries, training and mentoring staff, and coordinating with HR for recruitment will also be part of your key responsibilities. 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. Qualifications Required: - 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. Additional Details: Vardhan Ayurvedic Herbals Medicines PVT LTD is located at E-260, FAIR Tower, 5th Floor, Sector-74, Mohali. The company specializes in Ayurvedic healthcare products and offers a positive work environment with paid sick time benefits. Experience in the Ayurvedic, Healthcare, E-commerce, or Financial service sector will be an advantage for this role. Salary: As per experience and company norms This is a full-time, permanent position that requires in-person work at the designated office location.,