Operations Manager (Call Centre / Political Consultancy)

About the role

We are seeking an experienced Operations Manager to lead our call centre and outreach activities for political consulting projects in Mohali and Noida. The role involves overseeing tele‑calling teams that conduct voter outreach, surveys, feedback collection and campaign communications, ensuring daily targets, quality standards and reporting are met.

Key responsibilities

• Manage day‑to‑day call‑centre operations, including shift planning, manpower allocation and target achievement.
• Lead team leaders, quality analysts and tele‑callers; handle hiring, training, coaching and performance reviews.
• Run outbound and inbound campaigns such as voter outreach, opinion surveys and awareness drives.
• Track metrics like calls per agent, connect rate, conversion, AHT, attendance and attrition.
• Maintain call quality through audits, script updates and refresher training.
• Prepare daily, weekly and monthly MIS reports and present insights to senior management.
• Oversee data and lead management, ensuring accurate validation, dialer and CRM usage.
• Develop and improve SOPs, call scripts and escalation processes.
• Coordinate with research, digital, field, HR and accounts teams for smooth execution.
• Manage operational budget, vendor relationships and expenses while complying with election and legal guidelines.

Required profile

• Graduate in any stream.
• 5+ years of call‑centre or BPO experience, with at least 2‑3 years in a managerial role.
• Strong knowledge of call‑centre metrics (AHT, QA scores, attendance, productivity, attrition).
• Fluent in Hindi and English; Punjabi is a plus for Mohali.
• Willingness to work flexible shifts and long hours during peak campaign periods.

Required skills

• Advanced Excel for reporting.
• Experience with MIS reporting.
• Proficiency in dialer and CRM tools.