Call Center Manager

4 weeks ago

Bengaluru, Karnataka, India GoodScore Full time
Company Overview

GoodScore is on a mission to make financial literacy and credit access simple, actionable, and inclusive for over 150 million Indians who are credit-underserved.

From starting personalized credit consulting in 2023 to now empowering over 1 million users to take control of their credit health, we are one of India's fastest-growing credit score & credit management apps.

We are backed by top VC funds in India, ranked among the top 10 finance apps in India, and are on the 1x to 100x journey. We're building a team that shares our vision of transforming how India manages credit.

Role Overview:

We are seeking an experienced Call Center Manager to scale a high-performing, sales-driven call center (200–300 seat capacity). The ideal candidate will have hands-on experience managing large call centers, strong technical acumen with dialers and telephony systems, and a metrics-driven mindset. You should be comfortable making decisions with limited data and working closely with business, tech, and product teams in a high-growth start-up environment.

Key Responsibilities:

- Manage, scale, or build call center operations from the ground up – including hiring, training, and process design
- Own all operational KPIs: contact rate, conversion rate, talk time, wait time, AHT, adherence, agent productivity, etc.
- Optimize dialer configurations, call routing, and lead assignment logic to maximize efficiency
- Work with tech/product teams to integrate call center software with CRM, lead management systems, etc.
- Drive agent performance and engagement through structured coaching, feedback, and incentive programs
- Establish quality monitoring and performance review mechanisms
- Design SOPs and escalation matrices to ensure seamless functioning across shifts
- Take ownership of SLA adherence, compliance, and call center hygiene
- Run experiments and make fast decisions, even with incomplete data
- Align the call center strategy with broader sales and revenue goals

Required Qualifications:

- 5–10 years of experience managing mid to large-scale (200–300 seat) sales-driven call centers
- Experience with dialers (e.g., TATA Tele, Ameyo, Exotel, Ozonetel, etc.), including configuration, call flows, pacing strategies
- Strong understanding of call center KPIs and agent management principles
- High comfort with analytics and dashboards to drive decisions (Excel, Google Sheets, BI tools)
- Experience working in a fast-paced, high-growth environment (start-up or tech-driven enterprise preferred)
- Excellent communication, team management, and conflict resolution skills
- Ability to make quick, data-backed, or instinctive decisions under ambiguity

Nice to Have (Optional):

- Experience building a call center from scratch (infra + people + process)
- Familiarity with CRM platforms and call center APIs
- Exposure to inside sales or tele-sales revenue targets
- Past experience with vendor management (BPOs or external call centers)

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