We're Hiring | Call Centre Operations Manager – UK Process ?

Location:
Mohali, Punjab (On-site) ? Experience Required: 8–10 Years ? Managerial

Experience:
2–3 Years ?

Working Hours
1:00 PM – 11:30 PM IST ? Working Days: 1 Saturday (Half Day) per month About DNA GrowthDNA Growth is a leading qualified services firm specializing in business planning and virtual CFO solutions for startups and mid-enterprise clients across North America and the MENA region. We combine people, processes and technology to empower our clients' growth and success.

About the Role
We are looking for an experienced Call Centre Operations Manager to lead our UK-based call handling operations, supporting GP surgeries and healthcare services. The ideal candidate should have 8–10 years of overall experience, including 2–3 years in a managerial role, with a strong background in inbound call centre operations, team leadership, workforce management and performance monitoring. The role involves managing teams across Mohali and Ludhiana, ensuring operational efficiency, high service standards and seamless coordination with UK-based stakeholders.

Key Responsibilities
• Oversee daily call centre operations and ensure smooth service delivery.
• Lead, manage and motivate teams to achieve operational targets and service-level expectations.
• Monitor call volumes, waiting times, missed calls, abandoned calls and agent productivity.
• Manage workforce planning, shift rosters, attendance and real-time resource allocation.
• Conduct call quality audits, live call monitoring and performance evaluations.
• Drive team performance through coaching, feedback and performance improvement plans.




• Analyse operational reports and identify opportunities for process improvement.
• Coordinate with UK-based stakeholders and manage operational escalations.
• Ensure compliance with client processes, patient confidentiality and data protection standards.
• Develop SOPs and implement initiatives to improve operational efficiency and service quality. Required Skills & Experience
• 8–10 years of overall experience in Call Centre / Contact Centre Operations.
• 2–3 years of experience in a managerial or operations leadership role.
• Strong experience managing high-volume inbound calling operations.
• Hands-on experience in team management, workforce management and capacity planning.
• Strong understanding of contact centre metrics such as SLA, AHT, CSAT, call volumes, abandonment rate and agent utilisation.
• Experience in quality assurance, performance monitoring and team development.
• Excellent verbal and written English communication skills.
• Strong analytical, reporting and problem-solving abilities.
• Proficiency in MS Excel / Google Sheets and operational reporting tools. Preferred

Qualifications:
• Experience handling UK-based processes or international clients.
• Healthcare BPO / UK healthcare / GP surgery call handling experience.
• Familiarity with contact centre platforms, cloud telephony and workforce management systems.
• Experience managing multi-site teams. Why Join DNA Growth?Join a growing organisation where you can take ownership of operations, lead high-performing teams and contribute to delivering quality services to international clients. ? Interested candidates can apply directly through LinkedIn or share their updated CV. ? Website: www.dnagrowth.com DNA Growth | Empowering Growth Through People, Processes & Technology

📌 Call Centre Operations Manager – UK Process (Sahibzada Ajit Singh Nagar)
🏢 DNA Growth
📍 Sahibzada Ajit Singh Nagar