Call Center Manager

About the role

We are looking for an experienced Call Center Manager to lead our customer support operations in Noida. You will be responsible for driving performance, ensuring service‑level compliance, and enhancing the overall customer experience.

Key responsibilities

• Oversee day‑to‑day call centre operations and ensure SLA adherence.
• Lead, mentor and motivate Team Leaders, Supervisors and Customer Service Executives.
• Monitor KPIs such as AHT, FCR, CSAT, NPS and SLA compliance.
• Develop strategies to improve productivity, customer experience and operational efficiency.
• Conduct performance reviews, coaching sessions and manage workforce planning.
• Analyze reports, prepare dashboards for senior management and handle escalations.
• Collaborate with HR on recruitment, onboarding and employee engagement.
• Ensure compliance with data privacy, information security and industry regulations.

Required profile

• Bachelor's degree in Business Administration, Management, Commerce or related field (MBA preferred).
• 5–10 years of experience in BPO, customer service or call centre environments, preferably international voice.
• 2–3 years of managerial experience overseeing inbound, outbound or blended operations.
• Proven track record of meeting service‑level targets and improving customer satisfaction.

Required skills

• Proficiency with call centre technologies (CRM, dialers, workforce management tools).
• Advanced Microsoft Excel, PowerPoint and reporting tools.
• Experience with CRM platforms such as Salesforce, Zoho CRM, Freshdesk or Microsoft Dynamics.
• Knowledge of quality assurance, performance management and process improvement methodologies (Six Sigma, Lean).

What we offer

• Opportunity to lead a dynamic team in a fast‑growing organization.
• Competitive compensation and performance‑based incentives.
• Professional development and career growth pathways.