Job Description

Job Title: Contact Centre Manager
Location: Ahmedabad
CTC: 6-7 LPA
Experience Required: 5+ Years (Outbound/Telesales + Team Handling)
About the Role:
We are looking for an experienced and result-driven Contact Centre Manager to lead our Inbound and Outbound operations. The ideal candidate will have a proven track record in telesales, team management, and performance optimization. BFSI experience is preferred but not mandatory.
Key Responsibilities:
1. Team Leadership & Performance Management
Lead, mentor, and develop a high-performing team of contact center agents.
Set and monitor KPIs such as AHT, FCR, CSAT, conversion rates, etc.
Drive team productivity and initiate performance improvement strategies.
Foster a customer-first culture across all touchpoints.
2. Inbound Contact Center Operations
Manage and resolve customer queries, complaints, and service requests effectively.
Ensure TAT adherence and quality service delivery.
Coordinate with backend operations and IT for smooth functioning.
3. Outbound Sales & Campaigns
Oversee outbound campaigns focused on loan product sales and cross-selling.
Work with Sales & Marketing to design impactful lead generation strategies.
Analyze data to improve contact strategies and enhance conversion rates.
4. Process Optimization & Reporting
Identify process gaps and drive continuous improvements.
Utilize CRM and dialer tools for tracking and reporting.
Generate regular MIS reports on productivity, quality, and customer feedback.
5. Compliance & Customer Handling
Ensure compliance with all regulatory guidelines (RBI, SEBI, etc.).
Conduct regular training on quality and compliance standards.
Manage escalations and critical customer interactions with tact and empathy.
Key Requirements:
5+ years of experience in outbound/telesales operations with team leadership.
Strong communication and coaching skills.
Hands-on experience with dialers, CRMs, ticketing, and workforce tools.
Analytical mindset with understanding of call center metrics.
BFSI experience is a strong advantage, but not mandatory.
Willingness to travel intercity occasionally for managing 3rd party operations.
Interested candidates can apply with their updated CVs at resume @staffiaa.com or for further queries connect on 9454274918
Warm Regards,
Shubhangi,
Asst. Manager-HR
STAFFIAA SEVICES