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:

As per requirement

Job 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 objectives
Requirements & 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 environment
Preferred Qualifications

Experience in

education, admissions, or student services call centers

Exposure to CRM systems and call management tools
What 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
Job Type: Full-time

Pay: ₹11,585.67 - ₹69,595.60 per month

Work Location: In person