: Call Centre Manager – BPO

Location: Hyderabad, Telangana

Experience: 10+ Years

Department: Operations

Employment Type: Full-Time

Job Summary

We are looking for an experienced and performance-driven Call Centre Manager to lead and manage large-scale BPO operations at our Hyderabad location. The ideal candidate should have 10+ years of experience in call centre operations, team management, process improvement, customer service, and sales-driven operations. The candidate must be capable of managing inbound and outbound processes, driving revenue, improving operational efficiency, and achieving business targets.

Key Responsibilities

- Operations Management: Oversee daily inbound and outbound call centre operations, ensuring smooth functioning and achievement of business objectives.
- Team Leadership: Manage Floor Managers, Assistant Floor Managers, Team Leaders, and large agent teams while ensuring productivity and accountability.
- Sales & Revenue Growth: Drive sales performance, conversions, revenue generation, upselling, cross-selling, and achievement of monthly business targets.
- KPI & Performance Management: Monitor key metrics such as AHT, FCR, service level, occupancy, shrinkage, conversion rate, quality score, and customer satisfaction.
- Workforce Management: Coordinate with WFM teams to ensure optimum staffing, shift planning, attendance management, and manpower utilization.
- Quality & Customer Experience: Maintain high standards of call quality, customer service, process compliance, and complaint resolution.
- MIS & Reporting: Review daily, weekly, and monthly performance reports, dashboards, productivity reports, and revenue analysis.
- Process Improvement: Identify operational gaps, implement corrective actions, and improve productivity, efficiency, and overall performance.
- Training & Development: Ensure effective training,



coaching, performance reviews, and leadership development for the team.
- Attrition & Employee Engagement: Control attrition, improve employee engagement, and maintain a performance-oriented work culture.
- Stakeholder Management: Coordinate with senior management and cross-functional teams to achieve organizational goals.

Required Skills & Qualifications

- Minimum 10+ years of experience in BPO/Call Centre Operations, with substantial experience in a managerial role.
- Proven experience in managing large teams and multi-layer operational structures.
- Robust understanding of inbound and outbound processes, sales, customer service, and revenue generation.
- Demonstrated ability to achieve business targets and improve operational KPIs.
- Excellent leadership, communication, analytical, and decision-making skills.
- Proficiency in CRM platforms, dialers, Excel, MIS, and performance dashboards.
- Strong problem-solving skills with the ability to manage high-volume operations in a target-driven environment.
- Willingness to work from the Hyderabad location.

Key Performance Indicators (KPIs)

- Revenue achievement and sales conversion rate.
- Operational productivity and target achievement.
- Service level, AHT, and quality scores.
- Customer satisfaction and complaint resolution.
- Team attrition, absenteeism, and employee productivity.
- Manpower utilization and operational cost efficiency.
- Process compliance and reporting accuracy.

Preferred Candidate Profile

Candidates currently working as Call Centre Managers, Operations Managers, Senior Operations Managers, or equivalent leadership professionals in a BPO environment will be preferred. Experience managing large-scale sales and service operations, particularly in a target-driven organization, will be an added advantage.

Salary: Negotiable, based on experience and current compensation.

📌 Call Centre Manager – BPO (Hyderabad)
🏢 JEENA SIKHO LIFECARE
📍 Hyderabad