AGM-Call center

TIGI HR; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading company is seeking an Assistant General Manager for Call Center Operations in Gurugram. This strategic role focuses on leading a large outbound team, optimizing processes, ensuring KPI compliance, and enhancing sales performance. The ideal candidate will have significant experience in telesales operations and strong leadership skills.

Qualifications

• 6-8+ years in outbound telesales operations.
• Experience managing 200+ agents.
• Hands-on with dialers, CRM, IVR, and analytics.

Responsibilities

• Manage day-to-day operations and sales KPIs.
• Optimize dialers, CRM, IVR, and reporting systems.
• Oversee recruitment, training, and shift planning.

Skills

Leadership

Decision-Making

Sales Performance Analysis

Tools

Dialers

CRM

IVR

Job description

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Recruitment Specialist at TIGI HR with HR expertise

Job Title: Assistant General Manager (AGM) – Call Center Operations

Experience: 13–20 Years

Industry: Domestic BPO / Outbound Sales

Team Size: 200+ agents (min), managing 700-seat setup

Employment Type: Full-Time

Job Summary:

Seeking a strategic AGM to lead a 700-seat outbound call center. The role focuses on sales performance, team leadership, and process optimization.

Key Responsibilities:

• Manage day-to-day operations and ensure sales KPIs are met
• Lead planning, performance reviews, and capacity forecasting
• Optimize dialers, CRM, IVR, and reporting systems
• Analyze metrics (AHT, RPC, conversions, shrinkage) for improvements
• Oversee 200+ agents, including supervisors and team leads
• Manage recruitment, training, and shift planning
• Ensure compliance with quality and data standards
• Generate reports and dashboards for business insights
• Drive process improvements and system upgrades

Candidate Requirements:

• 6–8+ years in outbound telesales operations
• Experience managing 200+ agents
• Hands-on with dialers, CRM, IVR, and analytics
• Strong leadership and decision-making skills

Preferred:

• Experience in telecom, BFSI, insurance, or EdTech
• Knowledge of Six Sigma, Lean, or automation tools

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales, Marketing, and Training

• Industries

  Airlines and Aviation, Hospitality, and Consumer Services

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