Manager Call Center

Insurity

10 - 15 years

2 - 5 Lacs

noida

Posted:1 hour ago| Platform:

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Skills Required

leadership development networking staffing analytical customer support service quality operations performance improvement wholesale salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Leadership & Development
- Hire, onboard, and train new call center representatives.
- Conduct regular team meetings and 1:1 performance review.
- Foster a high-performance, customer-focused culture within the team.
Operations Management
- Manage daily team schedules to ensure proper phone and ticket coverage.
- Handle escalated customer issues with empathy and urgency.
- Maintain and configure call center software (add/change/remove users as needed).
- Track and optimize key call center metrics (AHT, FCR, CSAT, SLA adherence, etc.).
Performance Monitoring & Reporting
- Monitor and analyze call volumes, ticket resolution times, and rep performance.
- Prepare and present monthly performance and operational reports to leadership.
Cross-Functional Collaboration
- Partner with the Sales team to support smooth onboarding of new clients.
- Coordinate with product, IT, and service delivery teams to resolve recurring issues and improve support workflows.

Who We re Looking For

Minimum 10 years of experience in call center operations, with at least 5 years in a managerial or supervisory role .

Proven ability to lead and motivate large teams in a high-volume support environment.
Strong hands-on experience with call center platforms and tools (e.g., Genesys, NICE, Five9, Freshcaller, Zendesk, Salesforce, or similar).
Deep understanding of call center KPIs , operational metrics, and performance improvement strategies.
Excellent communication, problem-solving, and decision-making skills.
Experience working in SaaS or enterprise software support environments is a plus.

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