Role & responsibilities
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 transparent accountability at every level.
Conduct regular performance reviews, team meetings and leadership interventions.
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.
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 robust second-line leadership team to ensure business continuity.
Maintain healthy team stability and workforce productivity.
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 (India)
🏢 Spinny
📍 India