Contact Centre Manager

Job Summary: 

We are seeking an experienced and dynamic Call Centre Manager to lead our customer service team. The ideal candidate will be responsible for managing day-to-day operations, ensuring exceptional customer service, and driving performance metrics. The Call Centre Manager will play a crucial role in achieving operational excellence, employee development, and customer satisfaction. 

Key Responsibilities: 

  • Lead, motivate, and manage a team of customer service representatives. 
  • Foster a positive and collaborative team culture to enhance employee engagement and performance. 
  • Conduct regular team meetings, training sessions, and performance reviews. 
  • Oversee daily operations of the call centre, ensuring efficient call handling and resolution of customer queries. 
  • Develop and implement operational strategies to improve efficiency and meet performance targets. 
  • Drive a customer-centric approach within the team to ensure high levels of customer satisfaction. 
  • Analyze customer feedback and implement improvements to enhance the overall customer experience. 
  • Identify training needs and develop programs to enhance the skills and knowledge of customer service representatives. 
  • Provide ongoing coaching and feedback to team members to improve performance. 
  • Ensure the effective use of call Centre technology and systems to optimize operations. 
  • Collaborate with IT teams to implement and improve relevant software and tools. 
  • Stay updated on industry best practices and implement improvements accordingly. 
  • Generate regular reports on team performance, call metrics, and customer feedback. 


  • Bachelor’s degree /master’s degree or equivalent is required, Customer Service, or a related field. 
  • Fluency in Advance English (C2-Proficient), Hindi and Odia Language. 
  • Proven experience (2+ years) in a managerial role within a call center environment. 
  • Strong leadership, communication, and interpersonal skills. 
  • In-depth knowledge of call centre operations, performance metrics, and customer service best practices. 
  • Ability to analyze data, draw insights, and implement process improvements. 
  • Proficiency in using call centre software and CRM systems. 
  • Results-driven mindset with a focus on achieving targets and objectives. 

Location- Rourkela, Odisha 

Immediate Hiring- Yes 

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