We are looking for an experienced and result-driven
Call Centre Operations Manager
to lead and manage our call centre team. The ideal candidate should have strong leadership skills, hands-on experience in managing inbound and outbound operations, and the ability to communicate in
basic Punjabi
along with Hindi and English.
Key Responsibilities:
Oversee day-to-day call centre operations and ensure smooth workflow.
Manage a team of advisors/executives to achieve performance targets (sales, service quality, productivity, etc.).
Monitor calls to ensure quality, compliance, and customer satisfaction.
Prepare performance reports and present key operational metrics to management.
Handle escalated customer queries and provide timely resolution.
Train, motivate, and mentor call centre staff for improved efficiency.
Coordinate with HR for recruitment and scheduling of team members.
Ensure adherence to company policies, scripts, and communication standards.
Requirements:
Bachelor's degree in Business Administration or related field.
Proven experience (3-5 years)
in call centre operations or team management.
Strong leadership, analytical, and communication skills.
Ability to handle pressure and maintain team discipline.
Basic knowledge of Punjabi language
(understanding and speaking) is
mandatory
.
Proficiency in Hindi and English is required.
Hands-on experience with CRM and call management software.
Preferred Skills:
Experience in the Ayurvedic / Healthcare / E-commerce / Financial service sector will be an advantage.
Excellent problem-solving and decision-making skills.
Positive attitude with team-oriented approach.