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 workplace. • 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 • 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 (Uttar Pradesh)
🏢 BIG Language Solutions
📍 Uttar Pradesh