Call Centre Manager

Job description

Role Overview We are looking for an experienced Call Center Manager to lead and manage a team of call center executives/team leaders. The ideal candidate should have strong experience in BPO/Call Center Operations, team management, performance monitoring, customer experience, and productivity improvement. Role & responsibilities \\* Manage day-to-day operations of the call center and ensure achievement of defined business targets. \\* Lead, coach, and manage a team of Team Leaders and Call Center Executives. \\* Monitor key call center metrics including SLA, AHT, CSAT, FCR, Quality Scores, Productivity, Shrinkage, and Abandonment Rate. \\* Drive team performance against daily, weekly, and monthly targets. \\* Conduct regular performance reviews, coaching sessions, and team huddles. \\* Manage manpower planning, rostering, attendance, shift allocation, and workforce utilization. \\* Identify performance gaps and implement corrective action plans. \\* Handle escalated customer cases and ensure timely resolution. \\* Work closely with internal stakeholders to improve processes and customer experience. \\* Prepare and share MIS, performance dashboards, and operational reports with leadership. \\* Drive employee engagement and control attrition within the team. \\* Ensure adherence to SOPs, quality standards, and organizational policies. Preferred candidate profile \\* 5+ years of experience in Call Center/BPO/Contact Center Operations. \\* Minimum 23 years of team handling experience is mandatory. \\* Experience managing a sizeable team directly or through Team Leaders. \\* Strong understanding of inbound/outbound calling operations and call center KPIs. \\* Excellent people management, communication, and problem-solving skills. \\* Strong analytical and performance management capabilities. \\* Comfortable working in a fast-paced, target-driven environment.