Job Description

About the Role

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We are looking for an experienced and dynamic Call Centre Manager / Process Manager to lead and manage end-to-end call centre operations, people, processes, customer support, and service delivery.

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The ideal candidate will have strong experience in people management, process management, escalation handling, customer support, technical support, and service implementation . The candidate will be responsible for ensuring operational efficiency, maintaining high service standards, driving continuous improvement, and delivering an excellent customer experience.

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Experience working with or managing operations within a call centre/BPO/contact centre environment will be an added advantage.

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Key Responsibilities

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1. People Management – Lead, coach, and manage call centre teams, including performance, productivity, attendance, and development.
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2. Call Centre Operations – Manage end-to-end centre operations and ensure achievement of SLAs, KPIs, quality, productivity, and service levels.
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3. Process Management – Own processes, SOPs, workflows, and operational governance across the centre.
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4. Escalation & Incident Management – Handle critical customer/operational escalations and incidents, ensuring timely resolution and RCA.
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5. Customer Support – Ensure high-quality customer service and drive improvements in CSAT, FCR, and overall customer experience.
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6. Troubleshooting & Technical Support – Oversee issue resolution and coordinate with Product/Technology teams for complex problems.
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7.



Process Improvement – Identify operational gaps and continuously improve processes, efficiency, quality, and customer experience.
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8. Service Implementation – Support the launch and implementation of new services, processes, products, and operational initiatives.
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9. Performance & Reporting – Track KPIs, analyse performance, prepare management reports, and drive corrective actions.
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10. Stakeholder Management – Work closely with Product, Technology, HR, Quality, Training, Operations, and senior management.
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Key Requirements

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- 5+ years of experience in Call Centre, Contact Centre, BPO, Customer Support, Operations, or Process Management.
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- Proven experience in people management and managing large teams .
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- Solid experience in call centre operations and process management .
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- Hands-on experience in Escalation Management and Incident Management .
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- Strong understanding of SLA, KPI, quality, productivity, CSAT, AHT, and FCR metrics .
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- Experience in process improvement, troubleshooting, and customer support .
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- Experience in technical support and service implementation is preferred.
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- Strong leadership, communication, analytical, and problem-solving skills .
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- Ability to manage multiple priorities and work effectively in a fast-paced environment.
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- Prior experience working with a Call Centre/BPO/Contact Centre company will be an added advantage.
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Interested candidates can share their profiles/resumes at [email protected].

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We are an equal opportunity employer committed to providing a diverse and inclusive workplace.

📌 Call Center Manager (Bengaluru)
🏢 Superpe Marketplace Private
📍 Bengaluru