Call Centre Manager

Call Centre Manager

Job Summary
We are looking for an experienced and results-driven Call Centre Manager to lead and manage
a high-performing call center team. The ideal candidate should have strong leadership,
communication, customer service, sales, and performance-management skills, with proven
experience handling a large team.
Key Responsibilities
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Manage and supervise a call center team of approximately 50 employees.
Set daily, weekly, and monthly performance targets and ensure achievement.
Monitor team productivity, call quality, conversion rates, customer satisfaction, and other
KPIs.
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Must have experience in International inbound & outbound Voice calls & Voice Process
Coach, mentor, and motivate team members to improve individual and overall
performance.
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Conduct regular team meetings, performance reviews, and feedback sessions.
Develop and implement strategies to improve call quality, productivity, sales
conversions, and customer experience.
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Monitor attendance, discipline, punctuality, and adherence to company policies.
Identify performance gaps and implement appropriate corrective and improvement
measures.
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Prepare and submit daily/weekly/monthly performance reports to management.
Coordinate with Sales, Operations, Marketing, Visa, and other departments to ensure
smooth customer handling.
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Handle escalations and resolve customer or team-related issues effectively.
Ensure proper usage and updating of CRM/call center software and maintain accurate
customer records.
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Analyze call center data and provide actionable insights to management.
Ensure the team follows company SOPs, customer communication standards, and
compliance requirements.
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Participate in recruitment, onboarding, training, and development of call center staff.
Required Qualifications & Experience
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Minimum 7+ years of overall experience in call center/contact center operations,
customer service, or a related field.
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Proven experience in managing a team of at least 50 people.
Strong experience in team leadership, performance management, and target-driven
environments.
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Experience in monitoring KPIs such as call volume, conversion, productivity, quality,
and customer satisfaction.

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Excellent communication, interpersonal, negotiation, and problem-solving skills.
Strong analytical and reporting abilities.
Good knowledge of CRM and call center management systems.
Ability to work under pressure and manage multiple priorities.
Experience in the travel/tourism industry will be an added advantage.