Job Description

Job Summary

The Call Center Manager will be responsible for managing end-to-end in-house call center

operations, including inbound and outbound calling, customer grievance handling,

performance management, reporting, and system/process improvements. The role focuses on improving service quality, operational efficiency, lead conversion ROI, and customer

satisfaction while ensuring alignment with organizational goals. The position will also support continuous improvement through technology enablement and automation.

Key Responsibilities

1. Call Center Team Management

Manage inbound and outbound calling operations, including direct reporting,

performance reviews, and coaching of CRM associates.

Participate in hiring and onboarding of new CRM/call center team members.

Develop and implement training programs to equip agents with required skills and

product knowledge.

Monitor agent performance metrics and provide regular coaching and feedback to

improve productivity and quality.

2. KPI Management & SOP Implementation

Define, track, analyze, and report key performance indicators (KPIs) to assess call

center effectiveness.

Create, implement, and continuously improve Standard Operating Procedures (SOPs)

to ensure smooth operational flow.

Ensure adherence to defined KPIs, SOPs, and service-level agreements (SLAs).

3. Quality Assurance

Implement and manage quality assurance processes for customer interactions.

Conduct call audits, monitoring, and feedback sessions to maintain quality standards.

Share performance feedback and improvement plans with agents and internal

stakeholders.

4. Stakeholder Collaboration

Collaborate with internal teams such as Marketing, Sales, IT, Stores, Product,

Logistics, and E-commerce to align call center operations with business objectives.

Share insights, reports, and recommendations to improve customer experience and

operational efficiency.

5. Technology & Systems Integration

Ensure smooth integration and functioning of telephony systems, ACD, IVR, CRM, and

other call center technologies.

Work closely with internal IT and product teams to automate case management and

call center workflows (Salesforce or similar platforms).

Identify opportunities for process automation to improve efficiency and reduce manual

effort.

6. Inbound Customer Grievances & Escalations

Ensure timely response and resolution of customer grievances received via calls,

emails, and other channels.

Track, categorize, and analyze grievances to identify recurring issues and improvement

opportunities.

Maintain and manage a structured escalation matrix for high-priority or unresolved

cases.

Coordinate with internal departments for quick resolution of escalated complaints.

Monitor grievance turnaround time (TAT) and CSAT scores and implement corrective

actions.

Share periodic grievance reports and drive preventive measures to reduce repeat

issues.

7. Reporting & MIS

Prepare and share monthly MIS and operational reports including:

MRM report (Enquiries / Grievances / Video Calls)

MTD grievance reports

Google review reports

Monthly cost sheets

Analyze trends and provide actionable insights to leadership for decision-making.

8. ROI & Business Performance

Track and maintain ROI of leads transferred to stores, video call teams, and Ecommerce.

Work closely with sales and business teams to improve lead conversion and revenue

outcomes.

Monitor funnel performance from enquiry to conversion.

9. System & Process Development

Create and define SOPs for all call center functions.

Develop SOPs based on priority campaigns.

Create scripts for outbound sales and service calls.

Develop SOPs for handling negative and positive Google reviews.

Drive continuous process improvements through system enhancements and

automation.

Key Skills & Competencies

Strong knowledge of call center operations and CRM systems

Excellent people management and coaching skills

Data-driven mindset with strong reporting and analytical skills

Customer-centric approach with strong problem-solving abilities

Strong communication and stakeholder management skills

Qualifications & Experience

Graduate/Postgraduate in Business Administration, Operations, or a related field

6-10 years of experience in call center or contact center management

Experience managing in-house call center teams

Hands-on experience with CRM tools, telephony systems, and automation platforms

Good to Have

Experience in integrating AI tools for call center operations, such as:

o AI-powered chatbots or voice bots

o Call transcription and sentiment analysis

o Agent assist tools and automated quality monitoring

o Predictive analytics for call volume and performance optimization

Job Types: Full-time, Permanent

Pay: ?700,000.00 - ?1,200,000.00 per year

Benefits:

Cell phone reimbursement Health insurance Life insurance Paid sick time Paid time off Provident Fund
Work Location: In person