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Role Overview

This position is for a Deputy Manager responsible for overseeing end-to-end call center operations in Ahmedabad. The role focuses on maintaining smooth service delivery, meeting SLA commitments, improving team productivity, and strengthening the overall customer interaction process.

Operations Management

Take charge of the entire call center operation and ensure day-to-day activities run efficiently while staying aligned with SLA targets.
Track routine performance and introduce process changes that help improve speed, quality, and overall effectiveness.

Team Leadership

Supervise telecaller teams, covering hiring support, onboarding, training, and regular performance reviews.
Maintain a healthy talent pipeline so the team can scale as operational requirements change.

Training and Development

Create and conduct training sessions that strengthen telecallers' communication abilities and conversion performance.

Infrastructure and Technology

Oversee the availability and upkeep of call center systems, software, and related infrastructure.
Administer hunting numbers and set up inbound and outbound call routing and flow configurations.

Call Strategy and Quality

Plan effective inbound and outbound calling approaches to improve customer engagement outcomes.
Review call quality regularly and apply corrective measures wherever gaps are identified.

Vendor and External Coordination

Work with outside agencies and vendors to ensure operational and technology support is delivered as needed.

Qualifications

The ideal candidate should hold a graduate or postgraduate degree in Operations Management or a closely related discipline, along with at least 8 years of experience handling call center operations.

Deputy Manager

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