Job description

Job Summary:

We are seeking a results-driven Call Centre Operations Manager to oversee daily contact centre activities while driving continuous process improvements. The ideal candidate will have strong leadership skills, a passion for delivering excellent customer experiences, and the ability to optimize performance and productivity.

Key Responsibilities:

• Lead and manage day-to-day call centre operations to ensure service quality and efficiency.
• Analyze performance metrics and implement strategies for improvement.
• Identify gaps in current processes and drive end-to-end process optimization initiatives.
• Collaborate with cross-functional teams to enhance customer satisfaction and reduce response times.
• Train, coach, and mentor team leads and agents to ensure high-performance culture.
• Ensure compliance with company policies, quality standards, and SLAs.

Qualifications:

• Graduate/Postgraduate with 5+ years of experience in call centre operations.
• Proven experience in team management and process improvement.
• Strong analytical, leadership, and communication skills.
• Experience with CRM and workforce management tools is a plus.
• Six Sigma certification is an added advantage.

Job Type: Full-time

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person