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 workplace.

• Minimu

📌 Manager, Performance Management Noida
🏢 BIG Language Solutions
📍 Noida