Call Center Manager

BIG Language Solutions; Dadri; On-site; INR 700,000 - 1,100,000; Full time

Job summary

BIG Language Solutions, Inc. is seeking an experienced Call Center Manager to oversee daily customer service operations. You will manage staff, drive customer satisfaction, and ensure service levels across international voice processes.

Responsibilities include coaching, KPI optimization, and collaboration with HR for hiring and training. Focus on improving efficiency, quality, and compliance while leading a high-performing team.

Qualifications

• Bachelor’s degree in Business Administration, Management, Commerce, or related field.
• MBA or equivalent preferred.
• 5–10 years in a BPO, customer service, or call center environment, especially with international voice process.
• Minimum 2–3 years in a managerial role.
• Experience managing inbound, outbound, or blended call center operations.

Responsibilities

• Oversee day-to-day call center operations.
• Lead, mentor, and motivate a team of supervisors and customer service staff.
• Monitor KPIs such as AHT, FCR, CSAT, NPS, and SLA compliance.
• Develop strategies to improve productivity and customer experience.
• Conduct regular performance reviews and coaching sessions.
• Ensure adherence to policies, quality standards, and regulatory requirements.
• Analyze reports and prepare dashboards for senior management.
• Collaborate with HR for recruitment, onboarding, training, and engagement.
• Handle escalations and resolve complex issues promptly.
• Plan workforce, scheduling, and resource allocation.
• Drive continuous improvement from feedback and data.
• Ensure data privacy and information security compliance.

Skills

Leadership

Communication

Analytical skills

Time management

Problem solving

Quality assurance

Excel/Reporting

Education

Bachelor's degree in Business Administration, Management, Commerce, or related field

MBA or equivalent

Tools

CRM software

Dialers

WFM tools

Salesforce

Zoho CRM

Freshdesk

Microsoft Dynamics

Job description

Department: Customer Support / Operations

Reports To: VP

Job Summary

We are seeking an experienced and results-driven Call Center Manager to oversee the daily operations of our customer service team. The ideal candidate will be responsible for managing staff, improving customer satisfaction, achieving service-level targets, and ensuring operational efficiency. The Call Center Manager will play a key role in developing team performance, implementing best practices, and driving continuous improvement.

Key Responsibilities

• Manage the day-to-day operations of the call center.
• Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer Service Executives.
• Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Service Level Agreement (SLA) compliance.
• Develop and implement strategies to improve productivity, customer experience, and operational efficiency.
• Conduct regular performance reviews and coaching sessions.
• Ensure adherence to company policies, quality standards, and regulatory requirements.
• Analyze call center reports and prepare operational dashboards for senior management.
• Collaborate with HR for recruitment, onboarding, training, and employee engagement initiatives.
• Handle customer escalations and resolve complex issues promptly.
• Manage workforce planning, scheduling, and resource allocation.
• Drive continuous improvement initiatives using customer feedback and operational data.
• Ensure compliance with data privacy, information security, and industry regulations.

Required Qualifications

• Bachelor's degree in Business Administration, Management, Commerce, or a related field.
• MBA or equivalent qualification is preferred.
• 5–10 years of experience in a BPO, customer service, or call center environment especially in international voice process.
• Minimum 2–3 years of experience in a managerial role.
• Experience managing inbound, outbound, or blended call center operations.

Required Skills

• Strong leadership and team management abilities.
• Excellent verbal and written communication skills.
• Proficiency in call center technologies such as CRM, dialers, and workforce management tools.
• Strong analytical and problem-solving skills.
• Knowledge of quality assurance and performance management.
• Excellent organizational and time management skills.
• Ability to work under pressure and meet service-level targets.
• Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.

Preferred Skills

• Experience with CRM platforms such as Salesforce, Zoho CRM, Freshdesk, or Microsoft Dynamics.
• Familiarity with Six Sigma, Lean, or process improvement methodologies.
• Knowledge of customer experience management practices.
• Experience handling multi-site or multilingual operations.