Job Description

- Job Title: Call Center Manager - Admissions & Student Counselling- Industry: Education / Training- Department: Operations / Student Services- Employment Type: Full-Time, Permanent- Role Category: Operations / Administration- Location: MumbaiJob Summary:We are seeking an experienced Call Center Manager to lead and optimize our Admissions and Student Counselling operations. The ideal candidate will have strong people-management capabilities, process-improvement expertise, and hands-on experience managing high-performing call center or BPO teams.Key Responsibilities:- Manage and oversee the call center team handling new admissions enquiries and student counselling- Design, implement, and continuously improve call center strategies, workflows, and SOPs- Drive operational excellence by enhancing processes and performance standards- Monitor daily, weekly, and monthly performance metrics (KPIs, SLAs, conversions)- Provide regular feedback, coaching, and training to improve team productivity and quality- Ensure accurate MIS reporting, documentation, and data integrity of call center activities- Coordinate with admissions, marketing, and leadership teams to meet enrolment objectivesRequirements & Skills:- Strong communication, leadership, and managerial skills- Proficiency in MS Office, with strong command over Advanced Excel (reports, dashboards, data analysis)- Minimum 5+ years of experience in Call Center / BPO management- Proven track record in team handling, process optimization, and performance improvement- Ability to work in a fast-paced, target-driven environmentPreferred Qualifications:- Experience in education, admissions, or student services call centers- Exposure to CRM systems and call management toolsWhat We Offer:- Leadership role with decision-making responsibility- Stable full-time position with long-term growth potential- Professional work environment focused on performance and process excellence (ref:updazz.com)

Skills Required