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
Ndaily operations of our customer service team. The ideal candidate will be responsible
Nfor managing staff, improving customer satisfaction, achieving service-level targets,
Nand ensuring operational efficiency. The Call Center Manager will play a key role in
Ndeveloping team performance, implementing best practices, and driving continuous
Nimprovement.
nKey Responsibilities
N
- Manage the day-to-day operations of the call center.
N
- Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer
NService Executives.
n
- Monitor key performance indicators (KPIs) such as Average Handle Time (AHT),
NFirst Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score
N(NPS), and Service Level Agreement (SLA) compliance.
N
- Develop and implement strategies to improve productivity,



customer experience,
Nand operational efficiency.
N
- Conduct regular performance reviews and coaching sessions.
N
- Ensure adherence to company policies, quality standards, and regulatory
Nrequirements.
n
- Analyze call center reports and prepare operational dashboards for senior
Nmanagement.
n
- Collaborate with HR for recruitment, onboarding, training, and employee
Nengagement 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
Noperational data.
n
- Ensure compliance with data privacy, information security, and industry
Nregulations.
nRequired Qualifications
N
- Bachelor's degree in Business Administration, Management, Commerce, or a
Nrelated field.
n
- MBA or equivalent qualification is preferred.

📌 Call Center Manager (Faridabad)
🏢 BIG Language Solutions
📍 Faridabad