Job Title: Call Center Manager
Location: Noida Sector 98 (In office)
Department: Customer Support / Operations
Reports To: VP

Job Summary
We are seeking an experienced and results-driven Call Center Manager to oversee the daily operations of our customer service team. The ideal candidate will be responsible for managing staff, improving customer satisfaction, achieving service-level targets, and ensuring operational efficiency. The Call Center Manager will play a key role in developing team performance, implementing best practices, and driving continuous improvement.

Key Responsibilities
Manage the day-to-day operations of the call center.
Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer Service Executives.
Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Service Level Agreement (SLA) compliance.
Develop and implement strategies to improve productivity, customer experience, and operational efficiency.
Conduct regular performance reviews and coaching sessions.
Ensure adherence to company policies, quality standards, and regulatory requirements.
Analyze call center reports and prepare operational dashboards for senior management.
Collaborate with HR for recruitment, onboarding, training, and employee engagement initiatives.
Handle customer escalations and resolve complex issues promptly.
Manage workforce planning, scheduling, and resource allocation.
Drive continuous improvement initiatives using customer feedback and operational data.
Ensure compliance with data privacy, information security, and industry regulations.





Required Qualifications
Bachelor's degree in Business Administration, Management, Commerce, or a related field.
MBA or equivalent qualification is preferred.
5–10 years of experience in a BPO, customer service, or call center environment especially in international voice process .
Minimum 2–3 years of experience in a managerial role.
Experience managing inbound, outbound, or blended call center operations.

Required Skills
Strong leadership and team management abilities.
Excellent verbal and written communication skills.
Proficiency in call center technologies such as CRM, dialers, and workforce management tools.
Strong analytical and problem-solving skills.
Knowledge of quality assurance and performance management.
Excellent organizational and time management skills.
Ability to work under pressure and meet service-level targets.
Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.

Preferred Skills
Experience with CRM platforms such as Salesforce, Zoho CRM, Freshdesk, or Microsoft Dynamics.
Familiarity with Six Sigma, Lean, or process improvement methodologies.
Knowledge of customer experience management practices.
Experience handling multi-site or multilingual operations.

Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT)
First Call Resolution (FCR)
Average Handle Time (AHT)
Service Level Achievement (SLA)
Employee Attrition Rate
Agent Productivity
Quality Assurance (QA) Scores
Customer Complaint Resolution Time

This job description is suitable for industries such as BPO, IT/ITES, e-commerce, banking, telecom, healthcare, and customer support organizations operating in India.

📌 Call Center Manager (Noida)
🏢 BIG Language Solutions
📍 Noida