Website:
nationalutilitychoiceprogram.com
Job details:
Location: Remote initially, transition to in-office in Dwarka, New Delhi
Work Hours: 7:30 AM – 5:00 PM EST (US time zone, mandatory)
About the Role
We are hiring a highly reliable, detail-oriented Call Center Operations & IT Manager to oversee and support our US-based call center for the National Utility Choice Program.
This is a high-responsibility, execution-heavy role. You will be directly responsible for daily performance tracking, dialer management, IT troubleshooting, and ensuring agents are operating efficiently at all times.
This is not a low-effort or flexible role. We are looking for someone consistent, dependable, and fully committed to daily performance.
Core Responsibilities
1. Call Center Operations Management
- Monitor and manage Vicidial dialer performance continuously
- Check and optimize DIDs and call routing
- Identify and resolve call drops, timeouts, and system inefficiencies
- Distribute dropped and timeout calls to agents
- Monitor agent activity, dispositions, and productivity
- Review and verify sales performance daily
2. Reporting & Analytics
- Calls made
- Sales closed
- Generate weekly and monthly reports:
- Performance trends
- Agent comparisons
- Create month-over-month comparisons for supervisors
- Maintain accurate tracking in Excel
3. IT & Technical Support
- Provide real-time IT support for agents
- Ensure zero downtime or fast resolution
- Continuously monitor systems to prevent issues
- Troubleshoot issues with:
- Dialer
- Connectivity
- System errors
4. Compliance & Deliverability
Check DIDs using tools like Hiya to monitor spam status
Ensure calling numbers are properly functioning and not flagged
Maintain dialer health and reputation
5. CRM, Contracts & Admin Work
- Draft and manage contracts using Box
- Review contracts for errors and fix issues
- Ensure all documentation is accurate and up to date
- Manage incoming communications:
- Emails
- Google Voice messages (SaltVita + NUCP)
6. Lead Management
Assign leads to India-based interns for data appending
Ensure proper lead distribution and tracking
Maintain organized lead flow for closers
Requirements
Minimum 5 years experience in:
- Call center operations
- Vicidial (mandatory)
- Excel (advanced)
- IT support / troubleshooting
- Dialers, DIDs, call flows
- Excellent organizational and reporting skills
- Ability to work under pressure in a high-volume environment
- Must be available full-time in US EST hours
- Strong English communication skills
Work Ethic & Expectations (VERY IMPORTANT)
- This role requires 100% reliability and consistency
- We are not looking for candidates who frequently take leave
- No repeated excuses related to:
- Personal emergencies
- Family obligations
- Social events (weddings, etc.)
- Stable high-speed WiFi
- Reliable laptop/system
- Backup power solution (preferred)
Compensation & Incentives
Base Salary: ₹50,000 per month
Performance-Based Bonuses (Monthly):
This role includes strong performance incentives. High performers can earn significantly above the base salary.
- ₹5,000 – Perfect attendance (no unapproved absences or lateness)
- ₹10,000 – Accurate reporting (daily, weekly, monthly reports with zero errors)
- ₹15,000 – Dialer performance (minimal downtime, proper DID management, low dropped/timeout calls)
- ₹20,000+ – Team performance bonus based on overall sales and call center output
👉 Total Monthly Earning Potential: ₹80,000 – ₹130,000+
Compensation Philosophy
This is a performance-driven role. The base salary is fixed, but bonuses are designed to reward:
- Consistency
- Reliability
- Attention to detail
- Operational excellence
High performers who take ownership of the role and deliver results will earn substantially more.
Attendance & Reliability Requirement (Important)
- This position requires full-time commitment and consistency.
- Bonuses are directly tied to attendance and performance
- Frequent absences, lateness, or last-minute leave requests will result in loss of bonuses
- Candidates must be able to commit fully to US working hours without interruptions
Growth Opportunity
This is a long-term role with the opportunity to grow into a senior operations or management position based on performance.
Click on Apply to know more.