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

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