Assistant General Manager -call centre

Frankfinn; Gurugram District; On-site; INR 2,600,000 - 3,800,000; Full time

Job summary

Frankfinn in Gurugram is seeking a senior AGM Call Center to lead a 500-seat domestic outbound sales operation. You will drive sales targets, monitor performance, and optimize processes while managing recruitment, training, and workforce planning.

The role requires experience in large outbound centers, and exposure to CRM/diallers for efficient operations. The candidate will oversee quality assurance and cost controls, ensuring adherence to policies and high customer experience.

Qualifications

• Graduate with 13–20 years of overall experience.
• 6–8 years in domestic outbound sales call‑centre operations.
• Proven experience managing 250+ agents.
• Exposure to BPO/contact centres, EdTech, education, BFSI, telecom or other target‑driven outbound sales environments.
• Key skills include sales and conversion management, team leadership, performance analytics, process improvement, workforce planning and cost control.

Responsibilities

• Lead end-to-end outbound call centre operations to drive sales and productivity.
• Monitor KPIs, analyse performance reports and implement improvements.
• Develop and optimize calling processes, workflows, capacity planning and costs.
• Manage call centre technology including CRM, diallers and reporting systems.
• Drive quality assurance, call monitoring, and customer experience improvements.
• Lead recruitment, training, coaching, and workforce planning.
• Manage team leaders, supervisors and agents to hit targets.
• Identify opportunities to improve conversion, reduce costs and enhance efficiency.

Skills

Sales management

Team leadership

Performance analytics

Process improvement

Workforce planning

Cost control

Education

Graduate

Tools

CRM

Dialer

Reporting tools

MS Office

Job description

Job Description AGM Call Center

Function: Call Centre
Reporting To: Head – Sales & Call Center

Role Overview

Lead and manage a 500-seat domestic outbound sales call centre, ensuring achievement of sales targets, high agent productivity, operational efficiency and quality standards.

Key Responsibilities

• Manage end-to-end outbound call centre operations, driving sales performance, lead conversion and productivity.
• Monitor key performance indicators (KPIs), analyse performance reports and implement improvement plans.
• Develop and optimise calling processes, workflows, capacity planning and operational costs.
• Manage call centre technology, including CRM, diallers, reporting systems and process improvements.
• Drive quality assurance, call monitoring, customer experience and adherence to company policies.
• Lead recruitment, training, coaching, performance management and workforce planning.
• Manage team leaders, supervisors and agents to ensure achievement of sales and operational targets.
• Identify opportunities to improve conversion rates, reduce costs and enhance overall efficiency.

Candidate Profile

• Education: Graduate.
• Experience: 13–20 years of overall experience, including 6–8 years in domestic outbound sales call‑centre operations.
• Team Management: Proven experience managing 250+ agents, directly or through a reporting hierarchy.
• Industry Exposure: BPO/contact centres, EdTech, education, BFSI, telecom or other target-driven outbound sales environments.
• Key Skills: Sales and conversion management, team leadership, performance analytics, process improvement, workforce planning and cost control.
• IT Skills: MS Office; exposure to CRM, dialler and reporting tools preferred.

Compensation - open & depending on experience and suitability.