Role & responsibilities

1. Large-Scale Team Management

- Manage and lead a large call centre team of 200+ agents, including Team Leaders, Assistant Managers and Supervisors.
- Drive team productivity, performance and operational efficiency.
- Build a strong performance-driven culture with clear accountability at every level.
- Conduct regular performance reviews, team meetings and leadership interventions.

2. Revenue Generation & Business Ownership

- Take complete ownership of call centre revenue targets and business outcomes.
- Drive revenue growth through effective sales strategies, upselling, cross-selling and conversion improvement.
- Ensure achievement of monthly, quarterly and annual revenue targets.
- Identify revenue leakages and implement strategies to improve overall business profitability.
- Monitor revenue per agent, conversion rates, lead closure and overall business performance.

3. Attrition & Retention Management





- Effectively manage and control high-volume team attrition.
- Develop employee engagement, retention and motivation strategies.
- Identify key reasons for employee exits and implement corrective measures.
- Build a strong second-line leadership team to ensure business continuity.
- Maintain healthy team stability and workforce productivity.

4. Operational Excellence & Performance Management

- Monitor key operational metrics including AHT, FCR, CSAT, SLA, conversion rate, occupancy, productivity and call quality.
- Establish performance benchmarks and ensure consistent target achievement.
- Analyse daily, weekly and monthly performance reports.
- Identify performance gaps and implement corrective action plans.
- Ensure effective workforce planning, resource allocation and capacity management.

📌 Call Centre Manager (Delhi)
🏢 Spinny
📍 Delhi