Deputy Manager - Call Center

Lighthouse Learning; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Lighthouse Learning is seeking a seasoned Call Center Manager to oversee a voice-based contact center in Mumbai. This role focuses on driving performance across inbound and outbound operations, partnering with third-party agencies, and delivering data-driven process improvements.

Ideal candidates bring 6–10 years in BPO exposure, strong analytical capabilities, and proficiency with Excel/PowerPoint; Ed-Tech experience is a plus.

Qualifications

• Advanced analytical skills and computer software proficiency (e.g. Excel, PowerPoint).
• Excellent communication skills.
• Experience in Education & Ed-Tech BPO would be a plus.

Responsibilities

• Manage a team of call center agents including handling inbound and outbound calls in a timely manner.
• Manage 3rd party agency partners to drive KPIs aligned with business goals.
• Prepare reports and analyze call center data to improve processes, allocate resources effectively, and maximize efficiency.
• Assist other management team members in identifying trends and establishing call center goals.
• Evaluate performance with key metrics (accuracy, TAT, call-waiting time, etc.).
• Quality check on calls with regular audits.

Skills

Analytical skills

Communication skills

Tools

Excel

PowerPoint

Job description

Purpose of the role

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 & 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.)
• Quality check on call along with regular audits

Preferred candidate profile

• 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)
• Excellent Communication Skill
• Experience in Education & Ed-Tech BPO would be a plus

Competencies