Call Centre Manager

Lighthouse Learning; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Lighthouse Learning in Mumbai is seeking a seasoned Call Center Manager to oversee daily operations, ensure targets are met, and drive performance across inbound and outbound calls with a focus on quality and efficiency.

You will lead a team of call center agents, coordinate with 3rd party agency partners, and prepare reports to analyze data and optimize processes while helping set center goals. Strong analytical skills and proficiency in Excel/PowerPoint are required.

Qualifications

• 6-10 years of experience in a BPO managing a voice contact center team.
• Advanced analytical skills and proficiency in common software (Excel, PowerPoint).
• Experience in Education & Ed-Tech BPO would be a plus.

Responsibilities

• Manage a team of call center agents handling inbound and outbound calls.
• Coordinate with 3rd party agency partners to drive KPIs.
• Prepare reports and analyze call center data to improve processes and efficiency.
• Support management in identifying trends and setting goals.
• Evaluate performance using metrics like accuracy, TAT, and call-waiting time.

Skills

Call center management

Data analysis

Advanced Excel

PowerPoint

Communication

Tools

Excel

PowerPoint

Job description

Purpose:

The role holder will be required to monitor and oversee the proper functioning of our Call center. He/ she will be required to ensure the center is performing at its best and producing results.

Role and responsibilities:

* Manage a team of call center agents which includes managing inbound and outbound calls in a timely manner

* Managing 3rd party agency partners to drive KPIs in line with business goals

* Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency.

* Assisting other management team members in identifying trends and establishing call center goals.

* Evaluate performance with key metrics (accuracy, TAT, call-waiting time etc.)

* Evaluate performance with key metrics (accuracy, TAT, call-waiting time etc.)

Experience and Qualification:

* 6-10 Years of experience working as in a BPO with experience of managing a voice contact center team

* Advanced analytical skills and computer software proficiency (e.g. Excel, PowerPoint, etc)

* Experience in Education & Ed-Tech BPO would be a plus

Competencies:

Functional:

• Excellent Communication Skill
• Multi-Tasking
• Data Analysis
• Operational excellence

Behavioral:

• Trustworthiness Accountability & Ethical
• Collaboration
• Eye for detail
• Logical thinking and analytical ability