Call Center Manager

BIG Language Solutions · Uttar Pradesh, 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 especially in international voice process.
• 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

• Experience with CRM platforms such as Salesforce, Zoho CRM, Freshdesk, or Microsoft Dynamics.
• Familiarity with Six Sigma, Lean, or process improvement methodologies.
• Knowledge of customer experience management practices.
• Experience handling multi-site or multilingual operations.