Call Centre Operations Coordinator.

DesignBoxed; Sahibzada Ajit Singh Nagar; On-site; INR 600,000 - 900,000; Full time

Job summary

DesignBoxed in Mohali/Noida is seeking an experienced Call Centre Operations Coordinator to oversee calling operations for political campaigns. You will manage calling teams, set targets, monitor KPIs, and ensure data accuracy while delivering regular campaign reports.

The role requires coordinating with Data/MIS, Research, Ground Operations, and Campaign Teams, coaching team leaders, planning manpower, and ensuring adherence to scripts and processes during high-priority projects.

Qualifications

• Graduate in any discipline.
• 4–8 years of experience in call center, BPO, tele-calling, or survey operations.
• Experience in political campaigns is preferred.
• Previous experience managing large calling teams will be an advantage.

Responsibilities

• Manage day-to-day operations of the political campaign call centre.
• Lead and supervise Team Leaders, Callers, Survey Executives, and other calling staff.
• Plan manpower requirements based on campaign and constituency requirements.
• Set daily and weekly calling targets and ensure timely achievement.
• Manage voter calling, surveys, feedback collection, opinion surveys, and campaign-related outreach.
• Ensure callers follow approved calling scripts, questionnaires, and campaign processes.
• Monitor call volume, connect rate, response rate, survey completion, and other campaign KPIs.
• Monitor constituency-wise and campaign-wise calling performance.
• Review daily MIS and identify gaps in team performance.

Skills

Team management

Communication

Target-driven ops

Call center ops

MS Excel

MIS reporting

Data accuracy

Education

Graduate degree

Tools

CRM

MIS software

Job description

Job Description - Call Centre Operations Coordinator

Position: Call Centre Operations Coordinator.

Department: Call Center / Campaign Operations

Industry: Political Consultancy

Experience: 4–8 Years

Location: Mohali / Noida

Job Summary

We are looking for an experienced Call Centre Operations Coordinator. to manage and oversee calling operations for political campaigns and election-related projects. The candidate will be responsible for managing calling teams, achieving campaign targets, monitoring voter survey and outreach activities, ensuring data accuracy, and providing regular campaign-related reports to management.

Key Responsibilities

• Manage day-to-day operations of the political campaign call centre.
• Lead and supervise Team Leaders, Callers, Survey Executives, and other calling staff.
• Plan manpower requirements based on campaign and constituency requirements.
• Set daily and weekly calling targets and ensure timely achievement.
• Manage voter calling, surveys, feedback collection, opinion surveys, and campaign-related outreach.
• Ensure callers follow approved calling scripts, questionnaires, and campaign processes.
• Monitor call volume, connect rate, response rate, survey completion, and other campaign KPIs.
• Monitor constituency-wise and campaign-wise calling performance.
• Review daily MIS and identify gaps in team performance.
• Coordinate with Data/MIS, Research, Ground Operations, and Campaign Teams.
• Escalate important voter feedback and campaign-related inputs to the concerned teams.
• Conduct regular team meetings, performance reviews, and training sessions.
• Monitor call quality through regular call audits.
• Coach and improve the performance of Team Leaders and calling executives.
• Manage shift planning, attendance, productivity, and manpower utilization.
• Prepare and share daily, weekly, and campaign-wise MIS reports.
• Ensure confidentiality and responsible handling of campaign and voter-related data.
• Support campaign teams during election periods, surveys, public outreach campaigns, and high-priority projects.
• Be flexible with working hours during critical campaign and election periods.

Required Skills

• Strong team-management and leadership skills.
• Excellent communication and interpersonal skills.
• Experience managing target-driven calling operations.
• Strong understanding of call center and survey operations.
• Good knowledge of MS Excel, MIS, CRM, and calling software.
• Strong analytical and problem-solving skills.
• Ability to manage large teams and high-volume calling operations.
• Ability to work under pressure and meet strict campaign deadlines.
• Strong coordination and reporting skills.
• Ability to work in a fast-paced political consultancy environment.

Preferred Experience

Candidates with experience in the following areas will be preferred:

• Political consultancy / election campaigns
• Election or voter surveys
• Political campaign call centers
• Public opinion surveys
• Tele-calling / BPO / contact center operations
• Voter outreach or field survey projects
• Campaign data collection and MIS
• Large-scale outbound calling operations

Qualification & Experience

• Graduate in any discipline.
• 4–8 years of relevant experience in call center, BPO, tele-calling, survey operations, political campaigns, or similar operations.
• Previous experience managing large calling teams will be an advantage.

Key Performance Indicators

• Calling target achievement
• Team productivity
• Call volume and connect rate
• Survey completion rate
• Data accuracy
• Call quality
• Team attendance and utilization
• Campaign-wise reporting accuracy
• Timely escalation and issue resolution
• Overall team performance

Location

Mohali / Noida

The role may require flexibility in working hours and travel depending on campaign requirements, election schedules, and project needs.