Assistant General Manager -call centre

Job Description AGM Call Center

Function: Call Centre
Reporting To: Head – Sales & Call Center

Role Overview

Lead and manage a 500-seat domestic outbound sales call centre, ensuring achievement of sales targets, high agent productivity, operational efficiency and quality standards.

Key Responsibilities

• Manage end-to-end outbound call centre operations, driving sales performance, lead conversion and productivity.
• Monitor key performance indicators (KPIs), analyse performance reports and implement improvement plans.
• Develop and optimise calling processes, workflows, capacity planning and operational costs.
• Manage call centre technology, including CRM, diallers, reporting systems and process improvements.
• Drive quality assurance, call monitoring, customer experience and adherence to company policies.
• Lead recruitment, training, coaching, performance management and workforce planning.
• Manage team leaders, supervisors and agents to ensure achievement of sales and operational targets.
• Identify opportunities to improve conversion rates, reduce costs and enhance overall efficiency.

Candidate Profile

• Education: Graduate.
• Experience: 13–20 years of overall experience, including 6–8 years in domestic outbound sales call-centre operations.
• Team Management: Proven experience managing 250+ agents, directly or through a reporting hierarchy.
• Industry Exposure: BPO/contact centres, EdTech, education, BFSI, telecom or other target-driven outbound sales environments.
• Key Skills: Sales and conversion management, team leadership, performance analytics, process improvement, workforce planning and cost control.
• IT Skills: MS Office; exposure to CRM, dialler and reporting tools preferred.

Compensation - open & depending on experience and suitability.

Pls. email me at [email removed]