Assistant Manager - Call Centre

Eagle Fleet Services Private Limited (Redtaxi); Coimbatore District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Eagle Fleet Services Private Limited (Redtaxi) is seeking an experienced Call Centre Operations Manager to coordinate daily service operations, oversee a large team, and drive performance toward defined targets.

The role requires strong communication skills, proficiency with MS Office tools, and the ability to optimize processes while ensuring adherence to policies. Rotational shifts are expected in this leadership position.

Qualifications

• Any degree.
• 5–10 years in Call Centre operations or backend support.
• Experience handling large teams (100+ members).
• Strong verbal and written communication skills.
• Proven ability to work in dynamic, target-driven environments.
• Willing to work in rotational shifts.
• Knowledge of customer service practices.
• Proficient in MS Excel, Word, and PowerPoint.

Responsibilities

• Coordinate daily customer service operations including complaints, bookings, and reports.
• Track progress of weekly, monthly, quarterly and annual objectives.
• Monitor and maintain incoming calls data.
• Supervise and motivate staff to perform at their best.
• Support new and existing employees on complaint-related calls.
• Create and monitor reports; analyze and interpret data.
• Ensure call quality remains professional and presentable.
• Enforce company policies and guidelines.
• Coordinate with vendor support and software teams on service issues.
• Escalate system and network issues to admin and resolve them.
• Ensure health, safety, and security rules are followed.
• Handle joining and exit formalities for employees.
• Confirm employee status.

Skills

People management

Verbal communication

Written communication

Time management

Adaptability

Education

Any Degree

Tools

Excel

Word

PowerPoint

Job description

Key Responsibilities:

• Coordinate daily customer service operations (e.g. Complaints, Booking and Reports)


• Track the progress of weekly, monthly, quarterly and annual objectives.


• Monitor and maintain incoming calls data.


• Supervise and motivate staff to perform their best.


• Support new and existing employees on complaints related issue calls.


• Suggest process and product training programs and techniques.


• Communicate with employees and evaluate their needs.


• Create and monitor reports, analyze and interpret data.


• Conduct regular audits to ensure the call quality is professional and presentable.


• Make sure all employees adhere to companys policies and guidelines.


• Act as our representative and set an example for our staffs.


• Conducting meeting with TLs and Floor incharges.


• Coordinating with vendor support & software team on service related issue and upgrading on services.


• Escalating system and network related issue to admin department and fix the issue.


• Ensure customer support activities and streamline the process.


• Optimizing profits by controlling costs.


• Ensuring that health, safety, and security rules are followed.


• Taking disciplinary action when necessary.


• Processing Joining and exit formalities for employees.


• Ensure the confirmation for the employees.

Job specifications

• Any Degree.


• 5 to 10 years of prior experience in Call Centre operations or backend support, preferably in a similar industry.


• Should have prior experience in handling large teams (100+ members) with strong people management skills.


• Strong verbal and written communication skills.


• Proven ability to work in dynamic, target-driven environments.


• Demonstrated flexibility and initiative in achieving daily operational goals.


• Willing to work at rotational shifts.


• Knowledge of customer service practices and principles.


• Strong demonstrated use of Excel, Word, and PowerPoint.