Job Title Call Center Manager - Admissions Student Counselling- Industry Education Training- Department Operations Student Services- Employment Type Full-Time Permanent- Role Category Operations Administration- Location MumbaiJob Summary We are seeking an experienced Call Center Manager to lead and optimize our Admissions and Student Counselling operations The ideal candidate will have strong people-management capabilities process-improvement expertise and hands-on experience managing high-performing call center or BPO teams Key Responsibilities - Manage and oversee the call center team handling new admissions enquiries and student counselling- Design implement and continuously improve call center strategies workflows and SOPs- Drive operational excellence by enhancing processes and performance standards- Monitor daily weekly and monthly performance metrics KPIs SLAs conversions - Provide regular feedback coaching and training to improve team productivity and quality- Ensure accurate MIS reporting documentation and data integrity of call center activities- Coordinate with admissions marketing and leadership teams to meet enrolment objectivesRequirements Skills - Robust communication leadership and managerial skills- Proficiency in MS Office with strong command over Advanced Excel reports dashboards data analysis - Minimum 5 years of experience in Call Center BPO management- Proven track record in team handling process optimization and performance improvement- Ability to work in a fast-paced target-driven environmentPreferred Qualifications - Experience in education admissions or student services call centers- Exposure to CRM systems and call management toolsWhat We Offer - Leadership role with decision-making responsibility- Stable full-time position with long-term growth potential- Professional work environment focused on performance and process excellence ref updazz com