We are seeking a Deputy Manager for our Call Center in the Education/EdTech industry, located in Santacruz, Mumbai. The ideal candidate will be responsible for overseeing the daily operations of the call center, ensuring that it runs efficiently and meets performance targets. This role requires solid leadership skills to manage a team of call center agents, handling both inbound and outbound calls effectively. The Deputy Manager will also be tasked with managing third-party agency partners to drive key performance indicators (KPIs) in alignment with business objectives. Key responsibilities include preparing reports and analyzing call center data to enhance processes, ensuring optimal resource allocation, and maximizing operational efficiency. The Deputy Manager will assist other management team members in identifying trends and setting call center goals. Evaluating team performance using key metrics such as accuracy,



turnaround time (TAT), and call-waiting time is essential. Additionally, the role involves conducting quality checks on calls and performing regular audits to maintain service standards. The successful candidate will have a minimum of 5 years of experience in a BPO environment, specifically in managing a voice contact center team. Advanced analytical skills and proficiency in computer software, including Excel and PowerPoint, are required. Experience in the Education and EdTech BPO sector is a plus. If you are a motivated individual with a passion for leading teams and improving call center operations, we encourage you to apply for this exciting opportunity.

This job is provided by Shine.com

📌 Deputy Manager (Mumbai)
🏢 ARCH HR SOLUTIONS
📍 Mumbai