Purpose:

The role holder will be required to monitor and oversee the proper functioning of our Call center. He/ she will be required to ensure the center is performing at its best and producing results.

Role and responsibilities:

- Manage a team of call center agents which includes managing inbound and outbound calls in a timely manner
- Managing 3rd party agency partners to drive KPIs in line with business goals
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency.
- Assisting other management team members in identifying trends and establishing call center goals.
- Evaluate performance with key metrics (accuracy, TAT, call-waiting time etc.)
- Evaluate performance with key metrics (accuracy, TAT,



call-waiting time etc.)

Experience and Qualification:

- 6-10 Years of experience working as in a BPO with experience of managing a voice contact center team
- Advanced analytical skills and computer software proficiency (e.g. Excel, PowerPoint, etc)
- Experience in Education & Ed-Tech BPO would be a plus

Competencies:

Functional:

- Excellent Communication Skill

- Multi-Tasking

- Data Analysis

- Operational excellence

Behavioral:

- Trustworthiness Accountability & Ethical

- Collaboration

- Eye for detail

- Logical thinking and analytical ability

📌 Call Centre Manager (Mumbai)
🏢 Lighthouse Learning
📍 Mumbai