Role Overview

We are looking for an experienced Call Center Manager to lead and manage a team of call center executives/team leaders. The ideal candidate should have strong experience in BPO/Call Center Operations, team management, performance monitoring, customer experience, and productivity improvement.

Role & responsibilities

- Manage day-to-day operations of the call center and ensure achievement of defined business targets.
- Lead, coach, and manage a team of Team Leaders and Call Center Executives.
- Monitor key call center metrics including SLA, AHT, CSAT, FCR, Quality Scores, Productivity, Shrinkage, and Abandonment Rate.
- Drive team performance against daily, weekly, and monthly targets.
- Conduct regular performance reviews, coaching sessions, and team huddles.
- Manage manpower planning, rostering, attendance, shift allocation, and workforce utilization.
- Identify performance gaps and implement corrective action plans.
- Handle escalated customer cases and ensure timely resolution.




- Work closely with internal stakeholders to improve processes and customer experience.
- Prepare and share MIS, performance dashboards, and operational reports with leadership.
- Drive employee engagement and control attrition within the team.
- Ensure adherence to SOPs, quality standards, and organizational policies.

Preferred candidate profile

- 5+ years of experience in Call Center/BPO/Contact Center Operations.
- Minimum 23 years of team handling experience is mandatory.
- Experience managing a sizeable team directly or through Team Leaders.
- Strong understanding of inbound/outbound calling operations and call center KPIs.
- Excellent people management, communication, and problem-solving skills.
- Robust analytical and performance management capabilities.
- Comfortable working in a fast-paced, target-driven environment.

📌 Call Centre Manager (Gurugram)
🏢 OYO
📍 Gurugram