ob Description: Call Center Manager (Vendor Location)

Job Title: Call Center Manager – Vendor Operations
Location: Vendor Site / Outsourced Call Center / Ranchi
Department: Customer Renewal / Retention
Reporting To: Amrender Dubey - JVP – Customer Retention

Key Responsibilities

1. Operations Management

Manage daily call center operations to ensure achievement of productivity and business targets.

Monitor service levels, call volumes, staffing utilization, and operational efficiency.

Ensure optimum manpower planning and workforce allocation.

Drive process adherence and operational discipline across all teams.

Maintain business continuity and ensure timely resolution of operational issues.

2. Performance & Target Management

Deliver monthly, weekly, and daily business targets.

Monitor key performance indicators (KPIs) including:

Renewal Conversion Rate

Retention Rate

Revenue Achievement

Productivity per Agent

Call Quality Scores

Customer Satisfaction (CSAT)

Service Levels

Attendance & Shrinkage

Implement action plans to address performance gaps.

3.



Vendor Relationship Management

Serve as the primary point of contact between the company and vendor management.

Conduct regular operational reviews with vendor leadership.

Ensure contractual SLAs and KPIs are consistently met.

Escalate and resolve operational, staffing, and compliance issues.

Drive accountability and performance improvements.

Key Skills & Competencies

Call Center Operations Management

Workforce Management

SLA Management

Vendor Management

Customer Service Excellence

Performance Management

Quality Management

MIS & Reporting

Stakeholder Management

Advanced MS Excel

CRM Systems

Dialer Platforms

Workforce Management Tools

Key Performance Indicators (KPIs)

Renewal Retention %

Revenue Achievement %

Conversion Rate %

Productivity (Cases/Agent/Day)

Cost per Conversion

Customer Satisfaction (CSAT)

Quality Score

Attrition %

Shrinkage %

SLA Achievement %

Attendance %

Compliance Score %

📌 Senior Manager - Renewal Retention (India)
🏢 HDFC ERGO General Insurance
📍 India