Call Center Manager

About the Role We are looking for a high-performing Deputy Manager – Counseling to lead tele-counseling and admissions operations. The role requires a strong leader with proven experience in inside sales, telesales, and team management, capable of driving conversions and improving the overall admissions funnel. Responsibilities Team Leadership & Management Manage, lead, and motivate a team of 30–70 tele-counselors Set clear targets and ensure consistent performance delivery Conduct regular team reviews, feedback sessions, and performance evaluations Drive team engagement and reduce attrition Sales & Conversion Management Drive admission conversions, revenue targets, and enrollment numbers Handle inbound & outbound calling strategies for lead conversion Ensure effective follow-ups and closure of prospective student leads Optimize sales funnel, conversion ratios, and lead lifecycle management Call Center Operations Monitor daily calling activities, productivity, and quality metrics Manage dialer systems, lead allocation, and call distribution Ensure adherence to scripts, compliance, and quality standards Improve operational efficiency and turnaround time Training & Development Coach and mentor team members on sales skills, objection handling, and counseling techniques Develop future team leaders within the team Data Analysis & Reporting Track KPIs, conversion rates, revenue metrics, and team performance Prepare daily, weekly, and monthly MIS reports Use data insights to improve strategy and decision-making Qualifications Minimum 6 years of experience in tele-counseling / call center / admissions / inside sales Proven experience managing 30–70 team size Strong background in sales, revenue generation, and target-driven roles Experience in Ed-Tech / Education sector preferred Graduation is mandatory Required Skills Tele counseling / Telesales / Inside Sales Admissions Counseling / Student Conversion Team Handling (30–70 members) Revenue Generation & Target Achievement Lead Management & Funnel Optimization KPI Tracking & Performance Management Communication, Negotiation & Leadership Skills