Deputy Manager - Call Center

ARCH HR SOLUTIONS; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ARCH HR SOLUTIONS in Mumbai seeks a Deputy Manager for its Santacruz-based EdTech call center. The role will oversee daily operations, lead agents, and ensure KPIs are met. You will coordinate with third-party agencies to drive performance and efficiency.

The ideal candidate has 5+ years in a BPO voice environment, strong analytical skills, and expertise in Excel and PowerPoint. EdTech exposure is a plus. Join to elevate service quality and operational effectiveness.

Qualifications

• Minimum 5 years of experience in a BPO environment managing a voice contact center.
• Advanced analytical skills and ability to analyze call center data.
• Proficiency in Excel and PowerPoint.
• Experience in Education/EdTech BPO is a plus.

Responsibilities

• Oversee daily call center operations to ensure efficiency and performance targets.
• Lead and manage a team of call center agents.
• Prepare reports and analyze call center data to improve processes.
• Ensure optimal resource allocation and maximize operational efficiency.
• Monitor performance using KPIs like accuracy, TAT, and call-waiting time.
• Conduct quality checks on calls and regular audits.

Skills

Leadership

Analytical skills

Team management

Excel

PowerPoint

Tools

Excel

PowerPoint

Job description

We are seeking a Deputy Manager for our Call Center in the Education/EdTech industry, located in Santacruz, Mumbai. The ideal candidate will be responsible for overseeing the daily operations of the call center, ensuring that it runs efficiently and meets performance targets. This role requires strong leadership skills to manage a team of call center agents, handling both inbound and outbound calls effectively. The Deputy Manager will also be tasked with managing third-party agency partners to drive key performance indicators (KPIs) in alignment with business objectives. Key responsibilities include preparing reports and analyzing call center data to enhance processes, ensuring optimal resource allocation, and maximizing operational efficiency. The Deputy Manager will assist other management team members in identifying trends and setting call center goals. Evaluating team performance using key metrics such as accuracy, turnaround time (TAT), and call-waiting time is essential. Additionally, the role involves conducting quality checks on calls and performing regular audits to maintain service standards.

The successful candidate will have a minimum of 5 years of experience in a BPO environment, specifically in managing a voice contact center team. Advanced analytical skills and proficiency in computer software, including Excel and PowerPoint, are required. Experience in the Education and EdTech BPO sector is a plus. If you are a motivated individual with a passion for leading teams and improving call center operations, we encourage you to apply for this exciting opportunity.