Job Title: Call Center ManagerLocation: Noida Sector 98 (On-site)Department: Customer Support / OperationsReports To: VPJob SummaryWe are seeking an experienced and results-driven Call Center Manager to oversee thedaily operations of our customer service team. The ideal candidate will be responsiblefor managing staff, improving customer satisfaction, achieving service-level targets,and ensuring operational efficiency. The Call Center Manager will play a key role indeveloping team performance, implementing best practices, and driving continuousimprovement.Key Responsibilities
- Manage the day-to-day operations of the call center.
- Lead, mentor, and motivate a team of Team Leaders, Supervisors, and CustomerService 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 regulatoryrequirements.
- Analyze call center reports and prepare operational dashboards for seniormanagement.
- Collaborate with HR for recruitment, onboarding, training, and employeeengagement initiatives.
- Handle customer escalations and resolve complex issues promptly.
- Manage workforce planning, scheduling, and resource allocation.




- Drive continuous improvement initiatives using customer feedback andoperational data.
- Ensure compliance with data privacy, information security, and industryregulations.Required Qualifications
- Bachelor's degree in Business Administration, Management, Commerce, or arelated field.
- MBA or equivalent qualification is preferred.
- 5–10 years of experience in a BPO, customer service, or call center setting.
- 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 workforcemanagement 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, Power Point, 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