1. SOP Development & Governance

- Draft, review, and update Standard Operating Procedures (SOPs) for all call center operations and vendor interactions.
- Ensure SOPs are aligned with business objectives, customer experience standards, and compliance requirements.
- Drive SOP implementation across vendor teams and ensure effective adoption.
- Conduct periodic audits to ensure SOP adherence and identify gaps

2. Process Efficiency & Optimization

- Identify opportunities to improve operational efficiency, reduce costs, and enhance customer experience.
- Drive process improvements, automation initiatives, and workflow simplification.

3. Quality Assurance & Compliance

- Ensure consistent quality standards across all customer interactions.
- Work closely with quality teams to define evaluation frameworks and benchmarks.
- Track quality metrics and implement corrective actions where standards are not met.
- Ensure compliance with internal policies, regulatory requirements, and brand guidelines.

4. System & Process Design Support

- Collaborate in designing and defining call center systems and workflows aligned with SOPs.
- Support implementation of tools, CRM systems, and technology solutions.
- Help structure call categorization, routing logic, and interaction design.
- Work with cross-functional teams (IT,



Product, Customer Experience) for system enhancements.

5. Call Type & Demand Management

- Analyze types of customer calls across inbound (IB), outbound (OB), email, and chat queues to identify trends, root causes, and improvement areas.
- Drive initiatives to reduce avoidable contacts and improve first call resolution (FCR).
- Support development of knowledge bases and scripts based on call insights.

- Excellent Communication Skillswriting, speaking, and interpersonal communication with all levels of management and cross functional collaborative skills
- Strong understanding of call center operations and vendor management
- Proven experience in managing inbound (IB), outbound (OB), and digital queues (email & chat)
- High attention to detail with solid focus on process adherence and quality control
- Project management—the ability to manage multiple projects/ processes at the same time. Process Improvement and Problem Solving.
- Leadership and management—ability to develop trust in employees, People Management Skills, Review and Assessment Skills, Teamwork, Managing Processes & Emphasizing Excellence.
- Ability to achieve outcomes with minimal direct supervision.

📌 Call Centre Manager (Gurugram)
🏢 JSW MG Motor India
📍 Gurugram