Call Center Manager

SuperPe Marketplace Private Limited; Bengaluru; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

SuperPe Marketplace Private Limited is seeking an experienced Call Centre Manager / Process Manager to lead end-to-end call centre operations, people, processes, customer support, and service delivery in Bengaluru.

The ideal candidate will excel in people and process management, escalation handling, and service implementation, with experience in a call centre/BPO environment. The role emphasizes achieving SLAs, KPIs, and a high-quality customer experience.

Qualifications

• 5+ years in Call Centre/ BPO/ Operations or Process Management.
• Proven ability to lead large teams and drive service quality.

Responsibilities

• Lead and manage call centre teams, focusing on performance, productivity, attendance, and development.
• Oversee end-to-end call centre operations to meet SLAs, KPIs, quality, and service levels.
• Own processes, SOPs, workflows, and governance across the centre.
• Handle critical customer/operational escalations and incidents with timely RCA.
• Ensure high-quality customer service and drive CSAT, FCR improvements.
• Coordinate with Product/Tech teams for complex troubleshooting and support.
• Identify gaps and drive process improvements for efficiency and customer experience.
• Support the launch of new services and operational initiatives.
• Track KPIs, analyze performance, and prepare management reports for corrective actions.
• Collaborate with Product, Technology, HR, Quality, Training, Operations, and senior management.

Skills

People management

Process management

Escalation handling

Customer support

Technical support

Service implementation

KPI tracking

Job description

We are looking for an experienced and dynamic Call Centre Manager / Process Manager to lead and manage end-to-end call centre operations, people, processes, customer support, and service delivery.

The ideal candidate will have strong experience in people management, process management, escalation handling, customer support, technical support, and service implementation. The candidate will be responsible for ensuring operational efficiency, maintaining high service standards, driving continuous improvement, and delivering an excellent customer experience.

Experience working with or managing operations within a call centre/BPO/contact centre environment will be an added advantage.

Key Responsibilities

• People Management - Lead, coach, and manage call centre teams, including performance, productivity, attendance, and development.
• Call Centre Operations - Manage end-to-end centre operations and ensure achievement of SLAs, KPIs, quality, productivity, and service levels.
• Process Management - Own processes, SOPs, workflows, and operational governance across the centre.
• Escalation & Incident Management - Handle critical customer/operational escalations and incidents, ensuring timely resolution and RCA.
• Customer Support - Ensure high-quality customer service and drive improvements in CSAT, FCR, and overall customer experience.
• Troubleshooting & Technical Support - Oversee issue resolution and coordinate with Product/Technology teams for complex problems.
• Process Improvement - Identify operational gaps and continuously improve processes, efficiency, quality, and customer experience.
• Service Implementation - Support the launch and implementation of new services, processes, products, and operational initiatives.
• Performance & Reporting - Track KPIs, analyse performance, prepare management reports, and drive corrective actions.
• Stakeholder Management - Work closely with Product, Technology, HR, Quality, Training, Operations, and senior management.

Key Requirements

• 5+ years of experience in Call Centre, Contact Centre, BPO, Customer Support, Operations, or Process Management.
• Proven experience in people management and managing large teams.
• Strong experience in call centre operations and process management.
• Hands-on experience in Escalation Management and Incident Management.
• Strong understanding of SLA, KPI, quality, productivity, CSAT, AHT, and FCR metrics.
• Experience in process improvement, troubleshooting, and customer support.
• Experience in technical support and service implementation is preferred.
• Strong leadership, communication, analytical, and problem-solving skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Prior experience working with a Call Centre/BPO/Contact Centre company will be an added advantage.

We are an equal opportunity employer committed to providing a diverse and inclusive workplace.