Job Title:

Call Centre Operations Senior Manager Customer Service & Retention

Location:Hyderabad

Department:Customer Experience / Call Centre

Reporting To:[Head of call Centre Operations]

Job Summary:

We are looking for an experienced Call Centre Operations Senior Manager to lead our Customer Service and Retention teams. The ideal candidate will be responsible for managing day-to-day call centre operations, enhancing customer satisfaction, and implementing retention strategies to reduce churn and improve loyalty.

Key Responsibilities:

- Lead and manage inbound/outbound customer service and retention teams.
- Ensure achievement of KPIs: AHT, CSAT, FCR, Retention Rate, and TAT.
- Monitor call quality and implement continuous improvement plans.
- Handle customer escalations and provide resolution within timelines.
- Design and execute customer retention campaigns and win-back strategies.
- Collaborate with cross-functional teams for service improvement initiatives.
- Generate and analyze daily,



weekly, and monthly operational reports.
- Ensure team adherence to process, policy, and compliance requirements.
- Manage manpower planning, roster scheduling, and productivity tracking.
- Conduct regular performance appraisals, feedback, and coaching sessions.

Qualification: Graduate/Postgraduate (MBA preferred)

Experience:

- 8 to 12 years of experience in call centre/customer service operations
Minimum 4 years in a team lead/managerial capacity
Exposure to retention/customer loyalty programs is preferred

Skills:

- Robust leadership and team management
- Excellent communication & customer handling
- Analytical and data-driven decision-making
- Familiar with CRM systems, dialers, and call centre tools

Industry Preference:

- Telecom, BFSI, Insurance, E-commerce, Consumer Services

📌 Walk-in || Senior Manager (Hyderabad)
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