Am- Floor Operation(Call Center)

9 hours ago

Mohali Punjab, India Chandigarh Group Of Colleges Landran Full time

**Job Title**: Assistant Manager - Floor Operations (Call Center)

**Location**: CGC Landran, Mohali
**Organization**: Chandigarh Group of Colleges (CGC) Landran
**Experience Required**: 10 Years in Call Center / BPO / Admissions Operations (Education sector preferred)

**About the Role**:
Chandigarh Group of Colleges (CGC) Landran is looking for an experienced and energetic **Assistant Manager - Floor Operations** to oversee the performance, productivity, and discipline of our Admissions Call Center. The role demands strong leadership, operational efficiency, and a people-oriented approach to ensure seamless student engagement and excellent service delivery.

The Assistant Manager will be responsible for driving team performance, maintaining quality standards, and implementing operational strategies that align with CGC Landran’s admission goals and institutional excellence.

**Key Responsibilities**:

- Manage the overall floor operations of the **admissions call center**, ensuring smooth daily functioning.
- Lead and monitor a team of admission counselors handling inbound and outbound calls.
- Drive team productivity and ensure achievement of daily and monthly targets for student outreach and conversions.
- Plan, organize, and allocate calling assignments as per campaign priorities.
- Supervise call quality, adherence to scripts, and communication etiquette.
- Conduct daily team huddles, performance reviews, and coaching sessions.
- Coordinate with the Quality and Training teams to improve call performance and counseling effectiveness.
- Handle operational escalations and ensure timely resolution of issues.
- Prepare and maintain MIS reports, dashboards, and performance analytics.
- Ensure adherence to institutional policies, data security, and process compliance.
- Motivate, mentor, and guide team members to maintain high morale and professionalism on the floor.

**Required Skills & Competencies**:

- Excellent leadership and team management skills.
- Strong understanding of **call center operations, KPIs, and admission process flow**.
- Analytical and problem-solving abilities with attention to detail.
- Proficient in MS Excel, CRM tools, and performance dashboards.
- Strong communication and interpersonal skills.
- Ability to manage multiple tasks and work in a fast-paced environment.
- Prior experience in the **education or edtech industry** will be an added advantage.

**Qualifications**:

- Graduate in Management, Communication, or a related field (MBA preferred).
- Minimum 10 years of experience in a call center or operations role, with at least 5+ years in a leadership position.
- Proven experience in **admissions operations, counseling processes, or education call centers** preferred.

Pay: ₹30,000.00 - ₹35,000.00 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- AM- Floor Operation: 10 years (required)

Work Location: In person

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