Inbound outbound operations

• Oversee daily operations of both inbound service and outbound contact center teams
• Monitor performance metrics including call handling time, resolution rate, connect rate, and conversion rate
• Manage workforce planning, scheduling, and adherence to ensure proper coverage across shifts
• Implement and improve call routing systems, scripts, and outreach workflows
• Lead, train, and coach team leads, supervisors, and frontline agents
• Collaborate with sales, marketing, and customer experience teams to align on campaign goals
• Ensure compliance with company policies, industry regulations, and service standards
• Review dashboards and analytics to identify trends and develop action plans
• Manage vendor relationships for third-party dialers, CRMs, or BPO partners
• Conduct performance reviews and develop KPIs to drive team and individual success

Required Skills and QualificationsHard skills

• Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and outbound dialer systems (e.g., Five9, NICE, Genesys)
• Strong understanding of call center metrics and reporting tools
• Experience with workforce management and real-time queue monitoring
• Knowledge of compliance regulations such as TCPA, HIPAA, or PCI (as applicable)
• Ability to build and optimize scripts, call flows, and campaign strategy

Soft skills

• Leadership and team development skills
• Strategic thinking and operational problem-solving
• Excellent communication across all organizational levels
• Data interpretation and decision-making under pressure
• Ability to balance customer service excellence with outbound productivity

Education

• Bachelor’s degree in business, communications, or a related field preferred
• Equivalent experience in call center or contact center operations is accepted

Certifications

• Six Sigma, PMP, or call center management certifications (e.g., ICMI) are recommended

Preferred Qualifications

• Experience managing both domestic and offshore teams
• Previous work in B2B or B2C environments with large-scale campaigns
• Familiarity with QA platforms and customer satisfaction tools (e.g., NICE CXone, Medallia)
• Advanced Excel or BI tool proficiency (e.g., Power BI, Tableau)

Job Types: Full-time, Fresher

Pay: ₹18,086.00 - ₹43,603.70 per month

Benefits:

• Flexible schedule
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Work Location: In person