Job DescriptionJob Title: Call Center Manager NLocation: Noida Sector 98 (In office) NDepartment: Customer Support / Operations NReports To: VP NJob SummarynWe are seeking an experienced and results-driven Call Center Manager to oversee the Ndaily operations of our customer service team. The ideal candidate will be responsible Nfor managing staff, improving customer satisfaction, achieving service-level targets, Nand ensuring operational efficiency. The Call Center Manager will play a key role in Ndeveloping team performance, implementing best practices, and driving continuous Nimprovement.nKey Responsibilities N
- Manage the day-to-day operations of the call center. N
- Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer NService Executives.n
- Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), NFirst Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score N(NPS), and Service Level Agreement (SLA) compliance. N
- Develop and implement strategies to improve productivity, customer experience, Nand operational efficiency. N
- Conduct regular performance reviews and coaching sessions. N
- Ensure adherence to company policies, quality standards, and regulatory Nrequirements.n
- Analyze call center reports and prepare operational dashboards for senior Nmanagement.n
- Collaborate with HR for recruitment, onboarding, training, and employee Nengagement initiatives. N
- Handle customer escalations and resolve complex issues promptly. N
- Manage workforce planning, scheduling, and resource allocation. N




- Drive continuous improvement initiatives using customer feedback and Noperational data.n
- Ensure compliance with data privacy, information security, and industry Nregulations.nRequired Qualifications N
- Bachelor's degree in Business Administration, Management, Commerce, or a Nrelated field.n
- MBA or equivalent qualification is preferred. N
- 5–10 years of experience in a BPO, customer service, or call center environment. N
- Minimum 2–3 years of experience in a managerial role. N
- Experience managing inbound, outbound, or blended call center operations. NRequired Skillsn
- Strong leadership and team management abilities. N
- Excellent verbal and written communication skills. N
- Proficiency in call center technologies such as CRM, dialers, and workforce Nmanagement tools.n
- Strong analytical and problem-solving skills. N
- Knowledge of quality assurance and performance management. N
- Excellent organizational and time management skills. N
- Ability to work under pressure and meet service-level targets. N
- Advanced proficiency inMicrosoft Excel, PowerPoint, and reporting tools. NPreferred Skillsn
- Familiarity with Six Sigma, Lean, or process improvement methodologies. N
- Knowledge of customer experience management practices. N
- Experience handling multi-site or multilingual operations. NKey Performance Indicators (KPIs) N
- Customer Satisfaction (CSAT) N
- First Call Resolution (FCR) N
- Average Handle Time (AHT) N
- Service Level Achievement (SLA) N
- Employee Attrition Rate N
- Agent Productivityn
- Quality Assurance (QA) Scores N
- Customer Complaint Resolution Time

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