
Call Centre Manager
6 days ago
- Oversee the daily operations of the call centre
- Monitor, manage, and qualify inbound digital lead flows through the call centre
- Oversee lead nurturing processes to ensure consistent engagement and qualification
- Conduct daily audits of call quality, CRM hygiene, and agent performance
- Identify gaps in performance, communication, or process and drive improvements
- Manage performance reviews and training of call centre executives
- Develop and maintain call quality checklists, SOPs, and escalation matrices
- Co-create SOPs and FAQs for new campaigns, geographies, or business verticals
- Identify knowledge or skill gaps using call audits and recommend targeted interventions
- Contribute significantly to business goals by improving lead-to-qualified conversion rates
Must-Have Skills
- Proven experience in call centre leadership and/or quality control
- Strong command of communication audits and sales/counselling script design
- Proficiency in CRM and dialer tools (preferably Zoho CRM & Zoho PhoneBridge/Ameyo/Exotel)
- Fluent in English and Hindi (additional regional languages are a plus)
- Data-driven mindset: ability to build performance dashboards and extract actionable insights
- Familiarity with CSAT/NPS processes, feedback analysis, and service excellence standards
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