India's leading early Childhood & K-12 Education company – Lighthouse Learning (formerly known as EuroKids International), is committed to delivering the Joy of Learning to students in the early childhood education and K12 segments.

With its portfolio of brands - EuroKids Preschool, Kangaroo Kids Preschool, EuroSchool, Billabong High International, Cambridge Public School (Bangalore), Centre Point Group of Schools (Nagpur), Lighthouse Learning is committed to delivering a holistic,

nurturing and secure learning workplace for children.

Individual Contributor role.

The role holder will be required to monitor and oversee the proper functioning of our call centre. You will be required to ensure the centre is performing at its best and producing results.

- Manage a team of call centre agents which includes managing inbound and outbound calls in a timely manner





- Managing 3rd party agency partners to drive KPI’s in line with business goals

- Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency.

- Assisting other management team members in identifying trends and establishing call centre goals.

- Evaluate performance with key metrics (accuracy, TAT, call-waiting time etc.).Quality check on call along with regular audits

Requirements

Experience and Qualification :

Essential

Desirable

- 6-10 Years of experience working in a BPO with experience of managing a voice contact centre team

- Advanced analytical skills and computer software proficiency (e.g. Excel, PowerPoint, etc)

- Experience in Education & Ed-Tech BPO would be a plus

📌 Assistant Manager - Call Centre (Mumbai)
🏢 HRassistance India Consultancy
📍 Mumbai