ob Description: Call Center Manager (Vendor Location)
Job Title: Call Center Manager – Vendor Operations
Location: Vendor Site / Outsourced Call Center / Ranchi
Department: Customer Renewal / Retention
Reporting To: Amrender Dubey - JVP – Customer Retention
Key Responsibilities
1. Operations Management
Manage daily call center operations to ensure achievement of productivity and business targets.
Monitor service levels, call volumes, staffing utilization, and operational efficiency.
Ensure optimum manpower planning and workforce allocation.
Drive process adherence and operational discipline across all teams.
Maintain business continuity and ensure timely resolution of operational issues.
2. Performance & Target Management
Deliver monthly, weekly, and daily business targets.
Monitor key performance indicators (KPIs) including:
Renewal Conversion Rate
Retention Rate
Revenue Achievement
Productivity per Agent
Call Quality Scores
Customer Satisfaction (CSAT)
Service Levels
Attendance & Shrinkage
Implement action plans to address performance gaps.
3.
Vendor Relationship Management
Serve as the primary point of contact between the company and vendor management.
Conduct regular operational reviews with vendor leadership.
Ensure contractual SLAs and KPIs are consistently met.
Escalate and resolve operational, staffing, and compliance issues.
Drive accountability and performance improvements.
Key Skills & Competencies
Call Center Operations Management
Workforce Management
SLA Management
Vendor Management
Customer Service Excellence
Performance Management
Quality Management
MIS & Reporting
Stakeholder Management
Advanced MS Excel
CRM Systems
Dialer Platforms
Workforce Management Tools