Job DescriptionJob Title: Call Center Manager

NLocation: Noida Sector 98 (In office)

NDepartment: Customer Support / Operations

NReports To: VP

NJob Summary

nWe 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 Skills

n- 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 Skills

n- 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 Productivity

n- Quality Assurance (QA) Scores

N- Customer Complaint Resolution Time

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