Role: Manager : Outbound Sales

The Call Centre Manager is responsible for leading and managing large-scale telesales and customer support operations, ensuring achievement of business targets, operational excellence, and employee engagement. The role requires strong leadership, people management, and strategic planning skills to oversee a team of 200+ professionals across multiple levels of hierarchy.

- Responsible for Overall planning, developing , managing , measuring & Tracking the call-centre performance. In addition, responsible for resource planning such as Manpower of the call-centre.

- Manage the call centre and handle all discipline related parts like shift timings, shrinkage, team training,Quality and achieve quantitative and qualitative objectives

- Attrition control as per industry standards and Manpower planning

- Create engaging environment for employees and should be approachable by anyone in team.

- Be part of Strategic planning and implement the same .

- Prepare monthly/Weekly targets and incentive structure taking in account of the KPIs and overall organization goals

- Track & measure productivity and achieve the targets





- Get insights from floor to identify issues and offer solutions for improvement

- Doing regular team reviews , feedback sharing with teams for better system output.

- Ensure all relevant communications are given to team on time and all data are updated and recorded prepare/monitor reports on input , output and quality of the team recorded prepare/monitor reports on input , output and quality of the team handle the customer complaints or enquiries related to the duties of the call center

- Oversee the call center altogether

- Call Center Manager requirements

- Minimum of 8 years of related experience

- Should have handled a team size of 200+

- Minimum Graduation in any field

- Experience in shared and dedicated environment

- Proficient in MS Office , Google sheets etc

- Customer centric and goal oriented behaviour

- Strong people management and development skills

Skills :

- Growth Mindset

- Team player and Leadership skills

- Humble/ Down to earth

- Adaptable to change

- Sales Centric