Senior Call Center Manager

1 week ago

Noida, Uttar Pradesh, India Makoons Play School Full time

Key Responsibilities

  • Set up the call center infrastructure from scratch , including dialer systems, CRM integrations, team structure, call flows, and reporting systems.
  • Build and manage a team of outbound telecallers and team leaders focused on converting leads for franchise sales and student enrollments.
  • Design calling campaigns and daily outreach plans , segmented by geography, lead type, and language preference.
  • Monitor and optimize key performance indicators such as call volume, connect rates, lead-to-meeting ratio, conversion percentages, average handling time, and follow-up efficiency.
  • Develop call scripts, objection-handling playbooks, and follow-up workflows aligned with our brand voice and sales goals.
  • Train, coach, and mentor the team to improve pitch quality, compliance, and consistency across every interaction.
  • Collaborate with marketing and sales teams to align calling priorities with campaign performance, event leads, and digital lead flows.
  • Establish quality control and performance evaluation mechanisms , including daily review dashboards, call audits, and feedback systems.
  • Adapt quickly to data and results , making real-time changes in strategy, lead allocation, or call logic to improve outcomes.

Required Qualifications

  • 5–10 years of experience managing outbound, sales-oriented call centers of 100+ seats.
  • Proven track record of leading high-performing telesales teams in franchise, education, or B2C domains.
  • Strong technical understanding of dialers (Exotel, Ameyo, Ozonetel, etc.) and CRM tools.
  • Ability to build systems, train teams, and deliver high-volume calling outcomes under tight timelines.
  • High comfort with performance tracking, lead analytics, and spreadsheet-based reporting.
  • Strong team management, communication, and conflict resolution capabilities.
  • Experience working in fast-growth environments with a hands-on, execution-oriented approach.

Preferred (Not Mandatory)

  • Experience in franchise or preschool sales environments.
  • Familiarity with tools such as Zoho CRM, Freshdesk, LeadSquared, or similar platforms.
  • Ability to manage multilingual teams across regions and handle regional sales complexities.
  • Exposure to outsourced teams or vendor-driven call operations.

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