Call Centre Operations Manager

5 days ago

Gurgaon, Haryana, India beBeeOperations Full time ₹ 18,00,000 - ₹ 24,00,000

Job Title: Call Centre Operations Manager

About the Role

This role is focused on ensuring that inbound call queues are effectively managed, with maximum calls being answered within service level. The key responsibilities include:

  • Forecasting inbound calls and scheduling workforce accordingly;
  • Real-time queue management;
  • Identifying and resolving bottlenecks;
  • Reporting and analyzing data for real-time trends.
Key Responsibilities

The successful candidate will be responsible for facilitating dialer strategy and dialer metric, monitoring agents logged into dialer system to assure they are logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns. Additionally, they will collaborate with IT and process owners for automation of processes leading to productivity increase, implement and execute approved dialer strategies, ensure parity across sites for the processes/procedures/strategies implemented, track daily activity closure and timelines, and ensure all approvals are in place for any change implemented in dialer strategy.

Measures of Success

The measures of success for this role include:

  • RCA and reporting;
  • Strategies to ensure better connect and conversion;
  • Reduction in cost to serve;
  • Timely mitigation of foreseeable risk;
  • Timely and error-free running of the dialer;
  • Overall connect/contact and coverage achievement;
  • Overall abandonment rate;
  • Process adherence as per SOP;
  • Any new campaigns from services and sales perspective.
Required Skills & Qualifications

The ideal candidate will have knowledge of WFM & outbound dialer, expertise in MS Office tools, and experience in the arena of managing Aspect and dialer management. They should also possess teamwork and collaboration skills, business acumen, problem-solving skills, and stakeholder management.

Benefits

We offer a comprehensive wellness and wellbeing program, a well-curated bouquet of rewards and recognition program, a dynamic, inclusive, and diverse team culture, gender-neutral policy, inclusive health benefits for all, and a commitment to the overall development of an employee through comprehensive learning and development framework.

  • Call Centre Training Manager

    3 days ago

    Gurgaon, Haryana, India Sammaan Capital Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Summary:The Call Centre Training Manager is responsible for developing, implementing, and overseeing training programs for call centre staff to ensure high levels of service quality and customer satisfaction. This role involves assessing training needs, designing training materials, conducting training sessions, and evaluating the effectiveness of...

  • Call Centre Agent

    6 days ago

    Gurgaon, Haryana, India VLCC Group Full time

    Job Title: Call Centre Agent - Wellness and Beauty Industry Location: Gurugram Udyog Vihar Phase 5 Job Type: Full-time Reports to: Call Centre TL/Call Centre Manager Job Overview We are seeking a passionate and customer focused Call Centre Agent to join our team in the wellness and beauty industry. You will be responsible for answering customer inquiries,...

  • Centre Head/ Centre Manager

    3 days ago

    Gurgaon, Haryana, India CII Model Career Centre Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Role & responsibilitiesJob DescriptionPosition: Centre Manager Location: Gurgaon, SikanderpurAbout the RoleWe are looking for a result-oriented Centre Manager with hands-on experience in managing end-to-end recruitment (blue & grey collar workforce), leading teams, conducting weekly job drives, liaising with government officials, and ensuring smooth client...

  • MANAGER - QUALITY (Call Centre) - Female

    3 days ago

    Gurgaon, Haryana, India Frankfinn Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    The Quality Manager is responsible for monitoring, evaluating, and improving the quality of customer interactions across the call centre. The role ensures that agents deliver excellent customer service, comply with company policies, and meet regulatory and performance standards.•    Key Responsibilities•    Develop, implement, and maintain a Quality...

  • MANAGER - QUALITY (Call Centre) - Female

    3 days ago

    Gurgaon, Haryana, India Frankfinn Aviation Services Pvt. Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    The Quality Manager is responsible for monitoring, evaluating, and improving the quality of customer interactions across the call centre. The role ensures that agents deliver excellent customer service, comply with company policies, and meet regulatory and performance standards.Key ResponsibilitiesDevelop, implement, and maintain a Quality Assurance (QA)...

  • Operations Manager

    1 week ago

    Gurgaon, Haryana, India beBeeLeadership Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

    Operations Manager - Fulfillment CentreWe are seeking ambitious and customer-centric leaders to lead a team of Process Assistants and drive operational excellence in one of four key areas: safety, quality, customer experience, or productivity.About the RoleAs an Operations Manager at our Fulfillment Centre, you will be responsible for overseeing the daily...

  • Female Centre Operations Specialist

    5 days ago

    Gurgaon, Haryana, India beBeeCoodinator Full time ₹ 25,000 - ₹ 45,000

    Female Centre Coordinator Job DescriptionThe Female Centre Coordinator is responsible for overseeing the daily operations of the centre. This includes ensuring that programs are effectively implemented and that participants receive the necessary support.Key Responsibilities:Coordinate daily activities to ensure smooth functioning of the centre.Assist in...

  • Operations Manager

    1 day ago

    Gurgaon, Haryana, India beBeeCenter Full time ₹ 5,00,000 - ₹ 10,00,000

    Job ResponsibilitiesThe Center Manager oversees a range of key administrative responsibilities.Events and PromotionsThey review events, promotions, and local advertising initiatives in consultation with the Zonal head and Corporate approval. Unique packages are formulated to match various budgets to create awareness about VLCC as a slimming, beauty, fitness,...

  • Centre Manager

    3 days ago

    Gurgaon, Haryana, India Fusion 3 Experiential Marketing Pvt Ltd Full time ₹ 57,272 per year

    We are running a opening for the role of "Centre Manager" with an well known home automation Co.Location - Sector 65, Gurugram,Experience - 3+ YrsBudget - Upto 50kPrior experience in customer service or a related field, preferably in the technology or home automation industry.About the roleThe role offers a unique opportunity to lead the smart space...

  • Center Manager

    3 days ago

    Gurgaon, Haryana, India Centre For Sight Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Centre for Sight, Grgaon NRR is hiring for the below post.Post - Center ManagerQualification - Graduate / MBA (Preferred)Experience - 7 to 12 Years (Preferably in Eye Care)Location - Gurgaon New Railway RoadJob DescriptionOversee day-to-day operations of the eye care centre ensuring smooth patient services and team coordination.Responsible for managing...