BIG Language Solutions
Website:
biglanguage.com
Job details:
Job Title: Call Center Manager
Location: Noida Sector 98 (On-site)
Department: Customer Support / Operations
Reports To: VP
Job Summary
We are seeking an experienced and results-driven Call Center Manager to oversee the daily operations of our customer service team. The ideal candidate will be responsible for managing staff, improving customer satisfaction, achieving service-level targets, and ensuring operational efficiency. The Call Center Manager will play a key role in developing team performance, implementing best practices, and driving continuous improvement.
Key Responsibilities
- Manage the day-to-day operations of the call center.
- Lead, mentor, and motivate a team of Team Leaders, Supervisors, and Customer Service Executives.
- Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Service Level Agreement (SLA) compliance.
- Develop and implement strategies to improve productivity, customer experience, and operational efficiency.
- Conduct regular performance reviews and coaching sessions.
- Ensure adherence to company policies, quality standards, and regulatory requirements.
- Analyze call center reports and prepare operational dashboards for senior management.
- Collaborate with HR for recruitment, onboarding, training, and employee engagement initiatives.
- Handle customer escalations and resolve complex issues promptly.
- Manage workforce planning, scheduling, and resource allocation.
- Drive continuous improvement initiatives using customer feedback and operational data.
- Ensure compliance with data privacy, information security, and industry regulations.
Required Qualifications
- Bachelor's degree in Business Administration, Management, Commerce, or a related field.
- MBA or equivalent qualification is preferred.
- 5–10 years of experience in a BPO, customer service, or call center environment especially in international voice process.
- Minimum 2–3 years of experience in a managerial role.
- Experience managing inbound, outbound, or blended call center operations.
Required Skills
- Strong leadership and team management abilities.
- Excellent verbal and written communication skills.
- Proficiency in call center technologies such as CRM, dialers, and workforce management tools.
- Strong analytical and problem-solving skills.
- Knowledge of quality assurance and performance management.
- Excellent organizational and time management skills.
- Ability to work under pressure and meet service-level targets.
- Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.
Preferred Skills
- Experience with CRM platforms such as Salesforce, Zoho CRM, Freshdesk, or Microsoft Dynamics.
- Familiarity with Six Sigma, Lean, or process improvement methodologies.
- Knowledge of customer experience management practices.
- Experience handling multi-site or multilingual operations.
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