Call Centre Manager – Operations

Radical Minds Technologies is seeking a dynamic and results-oriented Call Centre Manager – Operations to lead and manage daily operations across customer service and sales campaigns. The ideal candidate should possess strong team leadership, strategic thinking, and analytical skills to ensure SLA adherence, productivity, and client satisfaction.

Key Responsibilities:

• Lead end-to-end operations for designated processes (Inbound, Outbound, Email, Chat, Sales, etc.).
• Drive performance metrics like AHT, CSAT, CPA, Quality, FCR, and Occupancy.
• Monitor daily performance dashboards, team productivity, and floor operations.
• Coordinate with internal teams (WFM, Quality, Training, HR, IT) for process alignment.
• Ensure resource planning, shrinkage management, and adherence to staffing norms.
• Identify process improvement opportunities and implement best practices.
• Conduct regular reviews with TLs/AMs and ensure real-time escalations are handled.
• Manage client communication and governance calls with structured updates.
• Track and improve agent-level KPIs with focused coaching and development plans.
• Ensure compliance with company policies, data security, and quality frameworks.
• Drive employee engagement and build a positive work culture to reduce attrition.

Desired Skills & Competencies:

• Strong leadership and stakeholder management skills.
• Sound knowledge of BPO KPIs, reporting tools, and process excellence.
• Excellent communication, people management, and analytical skills.
• Proficiency in MS Office, especially Excel and PowerPoint for reporting/MIS.
• Ability to work under pressure and deliver in a dynamic, target-driven environment.

Experience & Qualifications:

• Graduate/Postgraduate in any discipline.
• Minimum 5–8 years of BPO experience, with at least 2–3 years in an Operations Manager role.
• Exposure to both voice and non-voice processes preferred.
• Experience in handling client interactions and team sizes of 80–200 FTEs.

Share your CV :- Bhuvan.anand@radicalminds.net