Call Centre Manager

BIG Language Solutions; Sector 10; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

BIG Language Solutions in Noida Sector 98 is seeking an experienced Call Center Manager to oversee daily customer support operations. You will lead a team of Team Leaders, Supervisors, and Executives to drive metrics like AHT, FCR, CSAT, NPS, and SLA compliance.

You will implement productivity enhancements, coach staff, ensure regulatory and data-security compliance, and collaborate with HR on hiring, onboarding, and training. Strong leadership and process improvement mindset are essential.

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; international voice experience.
• 2–3 years in a managerial role; experience managing inbound/outbound/blended centers.

Responsibilities

• Oversee day-to-day call center operations.
• Lead and mentor Team Leaders, Supervisors, and Executives.
• Monitor KPIs: AHT, FCR, CSAT, NPS, SLA compliance.
• Develop strategies to boost productivity and customer experience.
• Conduct performance reviews and coaching sessions.
• Ensure adherence to policies, quality standards, and regulations.
• Analyze reports and prepare dashboards for senior management.
• Collaborate with HR on recruitment, onboarding, training, and engagement.
• Handle escalations and resolve complex issues promptly.
• Manage workforce planning, scheduling, and resource allocation.
• Drive continuous improvement using feedback and data.
• Ensure data privacy and information security compliance.

Skills

Team management

KPI tracking

Customer experience

Operations management

Coaching

Compliance

Data security

HR collaboration

Escalation handling

Forecasting

Process improvement

Education

Bachelor's degree in Business Administration/Management/Commerce

MBA

Tools

CRM systems

Dialers

WFM tools

Microsoft Excel

PowerPoint

Reporting tools

Job description

Job Title: Call Center Manager

Location: Noida Sector 98 (On-site)

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.