Manager Call Center and Customer Care Email

Caledon Technologies India; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

Caledon Technologies India seeks a seasoned Manager to oversee end-to-end Customer Care operations for Email and Call Center channels during night shifts. You will drive daily operational excellence, ensure SLA/TAT compliance, and structure workflows while managing nocturnal team dynamics.

Ideal candidates will have 5–6 years in a Manager role, experience scaling processes, standardizing SOPs, and maintaining high customer satisfaction. Strong leadership and English communication are essential.

Qualifications

• Minimum 5–6 years of experience in a Manager role handling Email Customer Care and Call Center operations.
• 100% night shift commitment.
• Proven ability to design processes, SOPs and workflow frameworks.

Responsibilities

• Establish, standardize, and optimize daily processes for Email and Call Center operations.
• Design robust SOPs, templates, and escalation protocols for night shift.
• Drive continuous process improvement to improve first-contact resolution.

Skills

Email support

Call center operations

Leadership

English communication

CRM systems

Advanced MS Excel / Google Sheets

Tools

CRM systems

Call center software

MS Excel / Google Sheets

Job description

Job Title: Manager Customer Care (Email) & Call Center

Shift: Night Shift (Fixed)

Experience: Minimum 5 to 6 years of experience as a Manager handling both Email Support and Call Center Operations

Job Purpose

We are looking for a high-performing Manager to oversee our end-to-end Customer Care operations (Voice & Email channels). You will be responsible for driving daily operational excellence, ensuring strict SLA/TAT compliance, structuring operational workflows, and managing team performance during night hours. The ideal candidate has direct experience scaling processes, standardizing SOPs, and keeping customer satisfaction high while managing nocturnal team dynamics.

Key Performance Indicators (KPIs) & Performance Metrics

• 1. Service Level & Operational Metrics
• 2. Customer Experience Metrics
• 3. Process & Process Standardization Metrics
• 4. People & Workforce Management Metrics

Key Responsibilities

1. Process Setup & Operational Structuring

• Establish, standardize, and optimize daily operational processes for both Email Customer Care and Inbound/Outbound Call Center operations.
• Design robust Standard Operating Procedures (SOPs), templates, and escalation protocols tailored to night shift demands.
• Drive continuous process improvement to eliminate workflow bottlenecks and improve first-contact resolution (FCR).

2. TAT & SLA Management

• Monitor and enforce target Turnaround Times (TAT) for email queues and key Call Center metrics (ASA, AHT, Service Level, Abandonment Rate).
• Implement live real-time queue monitoring systems to prevent backlog build-up and maintain performance during peak night traffic.
• Analyze performance gaps, identify root causes for SLA breaches, and execute immediate corrective action plans.

3. Team Leadership & People Management

• Directly manage, lead, and mentor Team Leaders, Quality Analysts, and Customer Support Agents working on the night shift.
• Conduct regular 1-on-1 performance reviews, team huddles, and performance coaching sessions.
• Manage shift rostering, attendance, leave management, and night-shift resource planning to ensure optimal seat utilization.
• Drive employee engagement and retention strategies specific to night shift employees to minimize burnout and attrition.

4. Quality, Reporting & Governance

• Collaborate with the QA team to establish quality benchmarks and monitor interaction standards across both email and call interactions.
• Prepare daily, weekly, and monthly operational reports (TAT reports, CSAT/DSAT, call volume trends, agent productivity) for senior leadership.
• Act as the primary point of contact during night hours for critical production issues, technical escalations, or emergency situations.

Required Qualifications & Skills

• Experience: Minimum 5 to 6 years of experience strictly in a Manager role managing both Email Customer Care and Call Center operations.
• Shift Commitment: 100% commitment to working fixed night shifts.
• Process Design: Proven track record of creating processes, SOPs, and workflow frameworks from the ground up or optimizing existing ones.
• SLA/TAT Expertise: Deep understanding of contact center metrics (TAT, SLA, CSAT, AHT, FCR, Occupancy).
• Leadership: Strong people management skills with experience managing team.
• Tools & Software: Proficiency in CRM systems, contact center software, and advanced MS Excel / Google Sheets data analysis.
• Communication: Exceptional verbal and written communication skills in English.

Salary 6 to 8 LPA