Manager - Helpline Support

Role Overview

We are seeking a Sr. Manager / Manager Helpline Support who will be responsible for leading and optimizing our helpline operations. The ideal candidate should bring strong expertise in Workforce Management (WFM) from the BPO segment, ensuring effective capacity planning, scheduling, and service delivery to meet SLAs.

Key Responsibilities

• Lead day-to-day operations of the Buddy4Study helpline team, ensuring high-quality support delivery.
• Own and implement Workforce Management (WFM) processes including forecasting, scheduling, real-time monitoring, and capacity planning.
• Track performance against defined KPIs/SLAs (AHT, Service Level, Occupancy, Adherence, etc.).
• Develop and maintain dashboards/reports for leadership review.
• Collaborate with cross-functional teams (Tech, Product, Operations) to streamline query handling and improve user experience.
• Train, coach, and mentor support team members to enhance productivity and efficiency.
• Identify process gaps, propose solutions, and drive continuous improvement initiatives.
• Manage vendor/partner relationships if outsourced support is in scope.
• Handle escalations and ensure timely resolution of critical issues.

Required Skills & Competencies

• Strong expertise in Workforce Management (WFM) forecasting, scheduling, real-time management, and reporting.
• Solid understanding of BPO/Contact Center operations and metrics.
• Proficiency in WFM tools. Proficiency in Excel and Advance excel, plus knowledge about Cloud calling softwares.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong people management and leadership capabilities.
• Ability to work in a fast-paced, high-growth environment with multiple priorities.
• Strong communication skills (English & Hindi; additional regional languages are a plus).

Qualifications & Experience

• Graduate / Postgraduate in any discipline (MBA preferred).
• 6–10 years of experience in BPO / Contact Center operations, with at least 3+ years in Workforce Management and team leadership.
• Proven track record in managing inbound/outbound helpline support teams.

Why Join Us?

• Be part of a purpose-driven organization impacting millions of students.
• Opportunity to set up and scale helpline support operations in a high-growth environment.
• Collaborative, innovative, and mission-driven work culture.