Job Title: Call Center Manager /n Location: Noida Sector 98 (In office) /n Department: Customer Support / Operations /n Reports To: VP /n Job Summary /n We 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. /n Key Responsibilities /n /n

- Manage the day-to-day operations of the call center.

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- Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer Service Executives.

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- 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.

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- Develop and implement strategies to improve productivity, customer experience, and operational efficiency.

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- Conduct regular performance reviews and coaching sessions.

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- Ensure adherence to company policies, quality standards, and regulatory requirements.

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- Analyze call center reports and prepare operational dashboards for senior management.

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- Collaborate with HR for recruitment, onboarding, training, and employee engagement initiatives.

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- Handle customer escalations and resolve complex issues promptly.

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- Manage workforce planning, scheduling, and resource allocation.

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- Drive continuous improvement initiatives using customer feedback and operational data.

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- Ensure compliance with data privacy, information security, and industry regulations.

/n /n Required Qualifications /n /n

- Bachelor's degree in Business Administration, Management, Commerce, or a related field.

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- MBA or equivalent qualification is preferred.

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- 5–10 years of experience in a BPO, customer service, or call center environment especially in international voice process.

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- Minimum 2–3 years of experience in a managerial role.

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- Experience managing inbound, outbound, or blended call center operations.

/n /n Required Skills /n /n

- Strong leadership and team management abilities.

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- Excellent verbal and written communication skills.

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- Proficiency in call center technologies such as CRM, dialers, and workforce management tools.

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- Strong analytical and problem-solving skills.

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- Knowledge of quality assurance and performance management.

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- Excellent organizational and time management skills.

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- Ability to work under pressure and meet service-level targets.

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- Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.

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- Experience with CRM platforms such as Salesforce, Zoho CRM, Freshdesk, or Microsoft Dynamics.

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- Familiarity with Six Sigma, Lean, or process improvement methodologies.

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- Knowledge of customer experience management practices.

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- Experience handling multi-site or multilingual operations.

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