Call Centre Manager

Were Hiring | OYO

Position: Manager – Call Centre & Operations

Location: Gurugram

Key Responsibilities:

Manage day-to-day call centre operations and customer support teams.

Drive key metrics such as SLA, AHT, CSAT, FCR, productivity & quality.

Handle customer and hotel partner escalations to ensure timely resolution.

Monitor team performance, workforce planning, and operational efficiency.

Analyse MIS reports and call trends to identify improvement areas.

Implement SOPs and process improvement initiatives.

Collaborate with cross-functional teams to improve customer experience.

Requirements:

Experience in Call Centre / Contact Centre / Customer Support Operations.

Strong team leadership and people management skills.

Hands-on experience with contact centre KPIs, escalations & MIS.

Strong analytical, problem-solving, and stakeholder management skills.

Experience in Hospitality, Travel, E-commerce, or high-volume customer service will be an advantage.

Interested candidates can share their updated CVs.

Please share with relevant candidates in your network!