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 performanceindicators (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 forrecruitment, 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 degreein Business Administration, Management, Commerce, or a related field. N
- MBA or equivalent qualification is preferred. N
- 5–10 years of experience in a BPO,

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