Call Center Manager

About the Role

We are looking for an experienced and dynamic Call Centre Manager / Process Manager to lead and manage end-to-end call centre operations, people, processes, customer support, and service delivery.

The ideal candidate will have strong experience in people management, process management, escalation handling, customer support, technical support, and service implementation. The candidate will be responsible for ensuring operational efficiency, maintaining high service standards, driving continuous improvement, and delivering an excellent customer experience.

Experience working with or managing operations within a call centre/BPO/contact centre environment will be an added advantage.

Key Responsibilities

1. People Management – Lead, coach, and manage call centre teams, including performance, productivity, attendance, and development.
2. Call Centre Operations – Manage end-to-end centre operations and ensure achievement of SLAs, KPIs, quality, productivity, and service levels.
3. Process Management – Own processes, SOPs, workflows, and operational governance across the centre.
4. Escalation & Incident Management – Handle critical customer/operational escalations and incidents, ensuring timely resolution and RCA.
5. Customer Support – Ensure high-quality customer service and drive improvements in CSAT, FCR, and overall customer experience.
6. Troubleshooting & Technical Support – Oversee issue resolution and coordinate with Product/Technology teams for complex problems.
7. Process Improvement – Identify operational gaps and continuously improve processes, efficiency, quality, and customer experience.
8. Service Implementation – Support the launch and implementation of new services, processes, products, and operational initiatives.
9. Performance & Reporting – Track KPIs, analyse performance, prepare management reports, and drive corrective actions.
10. Stakeholder Management – Work closely with Product, Technology, HR, Quality, Training, Operations, and senior management.

Key Requirements

• 5+ years of experience in Call Centre, Contact Centre, BPO, Customer Support, Operations, or Process Management.
• Proven experience in people management and managing large teams.
• Strong experience in call centre operations and process management.
• Hands-on experience in Escalation Management and Incident Management.
• Strong understanding of SLA, KPI, quality, productivity, CSAT, AHT, and FCR metrics.
• Experience in process improvement, troubleshooting, and customer support.
• Experience in technical support and service implementation is preferred.
• Strong leadership, communication, analytical, and problem-solving skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Prior experience working with a Call Centre/BPO/Contact Centre company will be an added advantage.

Interested candidates can share their profiles/resumes at [Confidential Information].

We are an equal opportunity employer committed to providing a diverse and inclusive workplace.