Job Title: Assistant General Manager (AGM) Call Center Operations
Location: Gurgaon, Haryana
Experience: 1320 Years
Industry: Domestic BPO / Outbound Sales
Team Size: 200+ agents (min), managing 700-seat setup
Employment Type: Full-Time
Job Summary:
Seeking a strategic AGM to lead a 700-seat outbound call center. The role focuses on sales performance, team leadership, and process optimization.
Key Responsibilities:
- Manage day-to-day operations and ensure sales KPIs are met
- Lead planning, performance reviews, and capacity forecasting
- Optimize dialers, CRM, IVR, and reporting systems
- Analyze metrics (AHT, RPC, conversions, shrinkage) for improvements
- Oversee 200+ agents, including supervisors and team leads
- Manage recruitment, training, and shift planning
- Ensure compliance with quality and data standards
- Generate reports and dashboards for business insights
- Drive process improvements and system upgrades
Candidate Requirements:
- Graduate/Postgraduate
- 68+ years in outbound telesales operations
- Experience managing 200+ agents
- Hands-on with dialers, CRM, IVR, and analytics
- Strong leadership and decision-making skills
Preferred:
- Experience in telecom, BFSI, insurance, or EdTech
- Knowledge of Six Sigma, Lean, or automation tools
