Job Description

Oversee daily operations of both inbound service and outbound contact center teams Monitor performance metrics including call handling time, resolution rate, connect rate, and conversion rate Manage workforce planning, scheduling, and adherence to ensure proper coverage across shifts Implement and improve call routing systems, scripts, and outreach workflows Lead, train, and coach team leads, supervisors, and frontline agents Collaborate with sales, marketing, and customer experience teams to align on campaign goals Ensure compliance with company policies, industry regulations, and service standards Review dashboards and analytics to identify trends and develop action plans Manage vendor relationships for third-party dialers, CRMs, or BPO partners Conduct performance reviews and develop KPIs to drive team and individual success
Required Skills and QualificationsHard skills

Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and outbound dialer systems (e.g., Five9, NICE, Genesys) Strong understanding of call center metrics and reporting tools Experience with workforce management and real-time queue monitoring Knowledge of compliance regulations such as TCPA, HIPAA, or PCI (as applicable) Ability to build and optimize scripts, call flows, and campaign strategy
Soft skills

Leadership and team development skills Strategic thinking and operational problem-solving Excellent communication across all organizational levels Data interpretation and decision-making under pressure Ability to balance customer service excellence with outbound productivity
Education

Bachelor's degree in business, communications, or a related field preferred Equivalent experience in call center or contact center operations is accepted
Certifications

Six Sigma, PMP, or call center management certifications (e.g., ICMI) are recommended
Preferred Qualifications

Experience managing both domestic and offshore teams Previous work in B2B or B2C environments with large-scale campaigns Familiarity with QA platforms and customer satisfaction tools (e.g., NICE CXone, Medallia) Advanced Excel or BI tool proficiency (e.g., Power BI, Tableau)
Job Types: Full-time, Fresher

Pay: ₹18,086.00 - ₹43,603.70 per month

Benefits:

Flexible schedule Provident Fund
Schedule:

Day shift
Supplemental Pay:

Performance bonus Yearly bonus
Work Location: In person