Job DescriptionJob Title: Call Center Manager
nLocation: Noida Sector 98 (In office)
nDepartment: Customer Support / Operations
nReports To: VP
nJob Summary
nWe 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.
nKey Responsibilities
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- Manage the day-to-day operations of the call center.n
- Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer Service Executives.n
- 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.n
- Develop and implement strategies to improve productivity, customer experience,



and operational efficiency.n
- Conduct regular performance reviews and coaching sessions.n
- Ensure adherence to company policies, quality standards, and regulatory requirements.n
- Analyze call center reports and prepare operational dashboards for senior management.n
- Collaborate with HR for recruitment, onboarding, training, and employee engagement initiatives.n
- Handle customer escalations and resolve complex issues promptly.n
- Manage workforce planning, scheduling, and resource allocation.n
- Drive continuous improvement initiatives using customer feedback and operational data.n
- Ensure compliance with data privacy, information security, and industry regulations.n

nRequired Qualifications
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- Bachelor's degree in Business Administration, Management, Commerce, or a related field.n
- MBA or equivalent qualification is preferred.n
- 5–10 years of experience in a BPO, customer service,

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