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Manager / Sr. Manager – Operations

India · Vadodara
  • Job Role: 

    The primary responsibility of this role is to develop objectives for the call center’s day-to-day activities, ensuring that the team is meeting performance targets and delivering high-quality service to customers. 

    Job Description:

    • Manage large team within the call center environment, which includes having direct reporting of Team Leaders.
    • Develop objectives for the call center’s day-to-day activities
    • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
    • Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
    • Assume responsibility of budgeting and tracking expenses
    • Hire, coach, and provide training to personnel to maintain high customer service standards
    • Monitor and improve efficiencies, telephone handling, and other procedures
    • Evaluate performance with key metrics
    • Prepare reports for different departments or upper management
    • Prepare and be part of monthly and quarterly business reviews