Call Center Manager

BIG Language Solutions · India

Job Title: Call Center Manager

Location: Noida Sector 98 (On-site)

Department: Customer Support / Operations

Reports To: VP

Job Summary

We are seeking an experienced and results-driven Call Center Manager to oversee the

daily operations of our customer service team. The ideal candidate will be responsible

for managing staff, improving customer satisfaction, achieving service-level targets,

and ensuring operational efficiency. The Call Center Manager will play a key role in

developing team performance, implementing best practices, and driving continuous

improvement.

Key Responsibilities

• Manage the day-to-day operations of the call center.

• Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer

Service Executives.

• Monitor key performance indicators (KPIs) such as Average Handle Time (AHT),

First Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score

(NPS), and Service Level Agreement (SLA) compliance.

• Develop and implement strategies to improve productivity, customer experience,

and operational efficiency.

• Conduct regular performance reviews and coaching sessions.

• Ensure adherence to company policies, quality standards, and regulatory

requirements.

• Analyze call center reports and prepare operational dashboards for senior

management.

• Collaborate with HR for recruitment, onboarding, training, and employee

engagement initiatives.

• Handle customer escalations and resolve complex issues promptly.

• Manage workforce planning, scheduling, and resource allocation.

• Drive continuous improvement initiatives using customer feedback and

operational data.

• Ensure compliance with data privacy, information security, and industry

regulations.

Required Qualifications

• Bachelor's degree in Business Administration, Management, Commerce, or a

related field.

• MBA or equivalent qualification is preferred.

• 5–10 years of experience in a BPO, customer service, or call center environment.

• Minimum 2–3 years of experience in a managerial role.

• Experience managing inbound, outbound, or blended call center operations.

Required Skills

• Strong leadership and team management abilities.

• Excellent verbal and written communication skills.

• Proficiency in call center technologies such as CRM, dialers, and workforce

management tools.

• Strong analytical and problem-solving skills.

• Knowledge of quality assurance and performance management.

• Excellent organizational and time management skills.

• Ability to work under pressure and meet service-level targets.

• Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.

Preferred Skills

• Familiarity with Six Sigma, Lean, or process improvement methodologies.

• Knowledge of customer experience management practices.

• Experience handling multi-site or multilingual operations.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)

• First Call Resolution (FCR)

• Average Handle Time (AHT)

• Service Level Achievement (SLA)

• Employee Attrition Rate

• Agent Productivity

• Quality Assurance (QA) Scores

• Customer Complaint Resolution Time