Senior Call Centre Manager

1 day ago

Vijayawada, Andhra Pradesh, India beBeeCommunication Full time ₹ 30,00,000 - ₹ 70,00,000
Job Title: Call Centre Team Lead

We are seeking an experienced leader to oversee a team of professionals handling Background Verification (BGV) processes.

This role requires strong leadership, process adherence, and excellent communication skills to ensure timely and accurate case closures while maintaining service quality and compliance.

  • Lead and motivate a team of BGV call centre professionals.
  • Monitor live and recorded calls to ensure quality, accuracy and compliance with client-specific and internal standards.
  • Oversee the timely closure of verification cases while ensuring adherence to defined TATs (Turnaround Times).
  • Provide ongoing coaching, feedback and performance evaluations to improve individual and team performance.
  • Handle escalations effectively and coordinate with internal departments.
  • Ensure strict adherence to data privacy, confidentiality and security protocols.
  • Conduct refresher and training sessions to keep the team updated on process changes and compliance requirements.
Requirements:
  • Graduate in any discipline.
  • 3-5 years of experience in a call centre environment, preferably in Background Verification (BGV) or the BPO industry.
  • Strong verbal and written communication skills.
  • Proficiency in MS Excel and call monitoring tools.
  • High attention to detail and ability to manage multiple priorities in a fast-paced environment.

Successful candidates will have a strong understanding of customer service principles, excellent communication skills, and the ability to work in a dynamic environment.

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