Call Centre Manager

JSW MG Motor India Pvt Ltd; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

JSW MG Motor India Pvt Ltd in India is seeking an experienced SOP Development & Governance specialist to draft, review, and update SOPs for call center operations and vendor interactions. The role focuses on aligning SOPs with business objectives, customer experience standards, and regulatory compliance.

The position involves driving SOP adoption across vendor teams, auditing adherence, and collaborating with IT, Product, and Customer Experience to design supportive systems and workflows.

Qualifications

• Experience drafting SOPs for contact centers.
• Align SOPs with customer experience and compliance.
• Audit SOP adherence and identify gaps.
• Collaborate with vendors and cross-functional teams.
• Knowledge of CRM systems and workflows.
• Strong attention to detail and quality control.

Responsibilities

• Draft, review, and update SOPs for call center operations and vendor interactions.
• Ensure SOPs are aligned with business objectives, customer experience standards, and compliance requirements.
• Drive SOP implementation across vendor teams and ensure effective adoption.
• Conduct periodic audits to ensure SOP adherence and identify gaps.
• Identify opportunities to improve operational efficiency, reduce costs, and enhance customer experience.
• Drive process improvements, automation initiatives, and workflow simplification.
• Ensure consistent quality standards across all customer interactions.
• Work closely with quality teams to define evaluation frameworks and benchmarks.
• Track quality metrics and implement corrective actions where standards are not met.
• Ensure compliance with internal policies, regulatory requirements, and brand guidelines.
• Collaborate in designing and defining call center systems and workflows aligned with SOPs.
• Support implementation of tools, CRM systems, and technology solutions.
• Help structure call categorization, routing logic, and interaction design.
• Work with cross-functional teams (IT, Product, Customer Experience) for system enhancements.
• Analyze types of customer calls across inbound, outbound, email, and chat to identify trends.
• Drive initiatives to reduce avoidable contacts and improve first call resolution (FCR).
• Support development of knowledge bases and scripts based on call insights.

Skills

Excellent Communication

Call Center Ops

Vendor Management

Process Improvement

Leadership

Project Management

Analytical Thinking

Job description

1. SOP Development & Governance

• Draft, review, and update Standard Operating Procedures (SOPs) for all call center operations and vendor interactions.
• Ensure SOPs are aligned with business objectives, customer experience standards, and compliance requirements.
• Drive SOP implementation across vendor teams and ensure effective adoption.
• Conduct periodic audits to ensure SOP adherence and identify gaps

2. Process Efficiency & Optimization

• Identify opportunities to improve operational efficiency, reduce costs, and enhance customer experience.
• Drive process improvements, automation initiatives, and workflow simplification.

3. Quality Assurance & Compliance

• Ensure consistent quality standards across all customer interactions.
• Work closely with quality teams to define evaluation frameworks and benchmarks.
• Track quality metrics and implement corrective actions where standards are not met.
• Ensure compliance with internal policies, regulatory requirements, and brand guidelines.

4. System & Process Design Support

• Collaborate in designing and defining call center systems and workflows aligned with SOPs.
• Support implementation of tools, CRM systems, and technology solutions.
• Help structure call categorization, routing logic, and interaction design.
• Work with cross-functional teams (IT, Product, Customer Experience) for system enhancements.

5. Call Type & Demand Management

• Analyze types of customer calls across inbound (IB), outbound (OB), email, and chat queues to identify trends, root causes, and improvement areas.
• Drive initiatives to reduce avoidable contacts and improve first call resolution (FCR).
• Support development of knowledge bases and scripts based on call insights.

• Excellent Communication Skillswriting, speaking, and interpersonal communication with all levels of management and cross functional collaborative skills
• Strong understanding of call center operations and vendor management
• Proven experience in managing inbound (IB), outbound (OB), and digital queues (email & chat)
• High attention to detail with strong focus on process adherence and quality control
• Project management—the ability to manage multiple projects/ processes at the same time. Process Improvement and Problem Solving.
• Leadership and management—ability to develop trust in employees, People Management Skills, Review and Assessment Skills, Teamwork, Managing Processes & Emphasizing Excellence.
• Ability to achieve outcomes with minimal direct supervision.