Call Center Manager

Dot Tech Hub; Maharashtra; On-site; INR 400,000 - 700,000; Full time

Benefits offered by this job

Competitive salary

Career growth in education sector

Incentives and bonuses

Dynamic work environment

Job summary

THE TECH HUB in Bavdhan Pune is seeking an experienced Call Center Manager to lead our educational institute’s call center operations. The role focuses on team management, performance monitoring, and achieving KPIs while directing a team of 15+ telecallers handling inbound and outbound calls.

Ideal candidates will have 3+ years of Call Center leadership experience, fluent English and Hindi, and the ability to drive improvements in lead conversion and customer satisfaction.

Qualifications

• Minimum 3 years as Call Center Manager or Team Leader in sales/service.
• Experience leading a team of 15+ telecallers.
• Fluent in English and Hindi.
• Willing to work six days a week (Mon-Sat).

Responsibilities

• Managing and leading a team of more than fifteen telecallers to achieve operational targets.
• Monitoring daily inbound and outbound call center operations to ensure efficiency.
• Tracking KPIs such as call quality, conversion rates, and productivity.
• Conducting regular training, coaching, and performance evaluations.
• Implementing strategies to improve lead conversion and customer satisfaction.
• Conducting call audits to maintain high service quality standards.
• Maintaining and analyzing call center metrics for senior management reports.
• Handling escalations and resolving customer concerns effectively.
• Ensuring compliance with company policies and service standards.

Skills

Team management

KPI monitoring

Communication skills

Leadership

CRM software

Multilingual (English/Hindi/Marathi)

Training & coaching

Education

Graduation

Tools

CRM software

Reporting dashboards

Call center tools

Job description

Job Role / Responsibility

• Industry: Educational Institute Call Center
• Working Days: Monday to Saturday (Six days a week)
• Salary Range: Rs 400000 to Rs 700000 per annum
• Job Summary We are looking for an experienced and result-oriented Call Center Manager to lead the operations of our educational institute’s call center in Bavdhan Pune. The ideal candidate should have a strong background in team management operations performance monitoring and achieving key performance indicators. The manager will oversee a team of more than fifteen telecallers responsible for both inbound and outbound calling processes ensuring productivity and efficiency in meeting business objectives.
• Key Responsibilities
  • Managing and leading a team of more than fifteen telecallers to achieve operational targets
  • Monitoring daily inbound and outbound call center operations to ensure efficiency
  • Tracking key performance indicators such as call quality conversion rates and productivity to drive results
  • Conducting regular training coaching and performance evaluations to enhance team performance
  • Implementing strategies to improve lead conversion rates and customer satisfaction
  • Conducting call audits to maintain high standards of communication and service quality
  • Maintaining and analyzing call center metrics to generate reports for senior management
  • Handling escalations and resolving customer concerns effectively
  • Ensuring compliance with company policies and service standards
• Perks and Benefits
  • Competitive salary ranging from Rs 4 LPA to Rs 7 LPA based on experience and performance
  • Performance-based incentives and bonuses
  • Opportunity for career growth in the education sector
  • Supportive and dynamic work environment

Key Requirements

• Minimum of three years of experience as a Call Center Manager or Team Leader in a sales or service-oriented call center
• Proven experience in managing a team of more than fifteen telecallers
• Strong understanding of call center operations key performance indicators and performance monitoring
• Fluency in English and Hindi is mandatory
• Knowledge of regional languages such as Marathi is preferred
• Excellent communication leadership and problem-solving skills
• Proficiency in CRM software call center tools and reporting dashboards
• Ability to work six days a week from Monday to Saturday

Qualification

• Graduation is Must

Experience

• 3+ Years

Language

• English
• Hindi
• Marathi

Job Location

• Bavdhan Pune

THE TECH HUB has proved its excellence in the field of Professional Digital Media Marketing incorporated in the Year 2013 with the prime objective of providing our clients the best satisfaction at a royal elevation of IT services and solutions.