About the RoleWe are looking for an experienced and dynamicCall Centre Manager / Process Managerto lead and manage end-to-end call centre operations, people, processes, customer support, and service delivery.The ideal candidate will have strong experience inpeople 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.Experience working with or managing operations within acall centre/BPO/contact centre environmentwill be an added advantage.Key ResponsibilitiesPeople Management– Lead, coach, and manage call centre teams, including performance, productivity, attendance, and development.Call Centre Operations– Manage end-to-end centre operations and ensure achievement of SLAs, KPIs, quality, productivity, and service levels.Process Management– Own processes, SOPs, workflows, and operational governance across the centre.Escalation & Incident Management– Handle critical customer/operational escalations and incidents, ensuring timely resolution and RCA.Customer Support– Ensure high-quality customer service and drive improvements in CSAT, FCR,



and overall customer experience.Troubleshooting & Technical Support– Oversee issue resolution and coordinate with Product/Technology teams for complex problems.Process Improvement– Identify operational gaps and continuously improve processes, efficiency, quality, and customer experience.Service Implementation– Support the launch and implementation of new services, processes, products, and operational initiatives.Performance & Reporting– Track KPIs, analyse performance, prepare management reports, and drive corrective actions.Stakeholder Management– Work closely with Product, Technology, HR, Quality, Training, Operations, and senior management.Key Requirements5+ years of experiencein Call Centre, Contact Centre, BPO, Customer Support, Operations, or Process Management.Proven experience inpeople management and managing large teams.Solid experience incall centre operations and process management.Hands-on experience inEscalation Management and Incident Management.Strong understanding ofSLA, KPI, quality, productivity, CSAT, AHT, and FCR metrics.Experience inprocess improvement, troubleshooting, and customer support.Experience intechnical support and service implementationis preferred.Strongleadership, communication, analytical, and problem-solving skills.Ability to manage multiple priorities and work effectively in a fast-paced environment.Prior experience working with a Call Centre/BPO/Contact Centre company will be an added advantage.Interested candidates can share their profiles/resumes at [email protected] are an equal opportunity employer committed to providing a diverse and inclusive workplace.

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