Call Management Manager

Job Summary:

We are looking for an experienced and detail-oriented Call Management Manager to lead and manage our service-focused call center operations. This role involves overseeing inbound and outbound service-related calls, ensuring timely resolution of customer complaints, coordinating with service engineers and field teams, and optimizing systems to enhance customer satisfaction in post-sales service.

Key Responsibilities:

• Manage daily inbound and outbound service-related calls (installation, repair, complaints, AMC, etc.).
• Lead the call center team handling customer queries, complaints, and service requests.
• Implement and maintain an effective call tracking and ticketing system to ensure smooth query resolution and tracking.
• Coordinate with internal service engineers, field technicians, and service partners for timely job closures.
• Monitor key service KPIs such as response time, resolution time, first-call resolution, CSAT, etc.
• Handle escalations, critical service complaints, and ensure root cause analysis and resolution.
• Maintain MIS reports on call volumes, complaint types, resolution timelines, and engineer performance.
• Train the call center team regularly on product knowledge, escalation handling, and customer empathy.
• Work closely with the Service Head to identify process gaps and implement improvements.

Required Skills & Competencies:

• Strong understanding of after-sales service workflows (preferably in electronics/appliances/FMCG).
• Hands-on experience with CRM and service management systems like Zoho Desk, Salesforce, Freshdesk, etc.
• Excellent communication and conflict resolution skills.
• Leadership capabilities to manage and train large call-handling teams.
• Analytical mindset for tracking service metrics and deriving insights.
• Strong coordination and follow-up abilities with internal technical/service teams.

Qualifications:

• Graduate in any discipline (preferred: Business Administration / Operations / Communications).
• 8+ years of experience in managing service call operations in consumer electronics, appliances, or related sectors.
• Familiarity with regional languages is a plus for pan-India service handling.

Job Type: Full-time

Pay: ₹55,000.00 - ₹65,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person