Call Centre Manager

OYO; Gurugram District; On-site; INR 1,000,000 - 1,800,000; Full time

Job summary

OYO is seeking an experienced Call Center Manager to lead a team of call center executives and team leaders. You will manage day-to-day operations, coach staff, and monitor KPIs to drive SLA adherence and customer satisfaction in a fast-paced environment.

Responsibilities include workforce planning, performance reviews, and collaboration with internal stakeholders to optimize processes and reduce attrition. You will share MIS and dashboards with leadership and uphold SOPs and quality standards.

Qualifications

• 5+ years of experience in Call Center/BPO/Contact Center Operations.
• Minimum 23 years of team handling experience is mandatory.
• Experience managing a sizeable team directly or through Team Leaders.
• Strong understanding of inbound/outbound calling operations and call center KPIs.
• Excellent people management, communication, and problem-solving skills.
• Strong analytical and performance management capabilities.

Responsibilities

• Manage day-to-day operations of the call center and ensure achievement of defined business targets.
• Lead, coach, and manage a team of Team Leaders and Call Center Executives.
• Monitor key call center metrics including SLA, AHT, CSAT, FCR, Quality Scores, Productivity, Shrinkage, and Abandonment Rate.
• Drive team performance against daily, weekly, and monthly targets.
• Conduct regular performance reviews, coaching sessions, and team huddles.
• Manage manpower planning, rostering, attendance, shift allocation, and workforce utilization.
• Identify performance gaps and implement corrective action plans.
• Handle escalated customer cases and ensure timely resolution.
• Work closely with internal stakeholders to improve processes and customer experience.
• Prepare and share MIS, performance dashboards, and operational reports with leadership.
• Drive employee engagement and control attrition within the team.
• Ensure adherence to SOPs, quality standards, and organizational policies.

Skills

People management

Communication

Problem solving

Analytical thinking

Performance management

Team leadership

KPI management

Job description

Role Overview

We are looking for an experienced Call Center Manager to lead and manage a team of call center executives/team leaders. The ideal candidate should have strong experience in BPO/Call Center Operations, team management, performance monitoring, customer experience, and productivity improvement.

Role & responsibilities

• Manage day-to-day operations of the call center and ensure achievement of defined business targets.
• Lead, coach, and manage a team of Team Leaders and Call Center Executives.
• Monitor key call center metrics including SLA, AHT, CSAT, FCR, Quality Scores, Productivity, Shrinkage, and Abandonment Rate.
• Drive team performance against daily, weekly, and monthly targets.
• Conduct regular performance reviews, coaching sessions, and team huddles.
• Manage manpower planning, rostering, attendance, shift allocation, and workforce utilization.
• Identify performance gaps and implement corrective action plans.
• Handle escalated customer cases and ensure timely resolution.
• Work closely with internal stakeholders to improve processes and customer experience.
• Prepare and share MIS, performance dashboards, and operational reports with leadership.
• Drive employee engagement and control attrition within the team.
• Ensure adherence to SOPs, quality standards, and organizational policies.

Preferred candidate profile

• 5+ years of experience in Call Center/BPO/Contact Center Operations.
• Minimum 23 years of team handling experience is mandatory.
• Experience managing a sizeable team directly or through Team Leaders.
• Strong understanding of inbound/outbound calling operations and call center KPIs.
• Excellent people management, communication, and problem-solving skills.
• Strong analytical and performance management capabilities.
• Comfortable working in a fast-paced, target-driven environment.