Job Title: Call Center Manager
Location: Noida Sector 98 (On-site)
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.
• Minimum 2–3 years of experience in a managerial role.
• Experience managing inbound, outbound, or blended call center operations.
Required Skills
• Robust 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
• 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

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