We are looking for an experienced Call Centre Manager to manage daily call centre operations, lead the customer service team, monitor performance, and ensure excellent customer satisfaction.
Key Responsibilities
- Manage day-to-day call centre operations and team performance.
- Lead, motivate, and monitor call centre executives.
- Set team targets and ensure achievement of KPIs.
- Monitor inbound and outbound calls, customer handling, and service quality.
- Handle escalated customer complaints and resolve issues.
- Conduct team meetings, training, and performance reviews.
- Prepare daily, weekly, and monthly performance reports.
- Manage staff schedules, attendance, and workload allocation.
- Coordinate with other departments to improve customer service.
- Ensure compliance with company policies and call centre processes.
Required Skills
- Excellent communication and interpersonal skills.
- Strong team management and leadership abilities.
- Good problem-solving and decision-making skills.
- Customer service and complaint-handling skills.
- Knowledge of CRM and call centre software.
- Ability to manage targets, KPIs, and reports.
- Proficiency in MS Excel and basic computer applications.
Education & Experience
- Any degree / Diploma.
- 3–7 years of experience in Call Centre, BPO, Customer Service, or Telecalling operations.
- Previous experience as a Team Leader or Call Centre Manager is preferred.
Key Performance Indicators :
- Customer satisfaction (CSAT).
- Average handling time (AHT).
- First call resolution (FCR).
- Call quality and team productivity.
- Target achievement and attendance.
Pay: ₹40,000.00 - ₹60,000.00 per month
Advantages:
- Paid sick time
Experience:
- Team Leader : 4 years (Preferred)
- Call Center : 5 years (Preferred)
Work Location: In person
📌 Call Center Manager (Perungudi)
🏢 Jobbycart Technologies
📍 Perungudi
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