Call Centre Manager – Head
Call Centre Manager – Head
22
Patna, Bihar, India
Job Views:
Created Date: 2026-09-22
End Date:
Salary: 600000
Industry: Real Estate
Openings: 1
Primary Responsibilities :
• Lead, manage, and mentor a large team of telecallers/tele-sales executives, including team leads and shift supervisors.
• Own end-to-end call centre operations at the Bodhgaya location — staffing, shift planning, call quality, and daily performance tracking.
• Set, monitor, and drive achievement of lead conversion, call volume, connect rate, and site-visit generation targets.
• Design and continuously refine calling scripts, objection-handling techniques, and lead qualification processes.
• Build and enforce SOPs for lead distribution, follow-up cadence, CRM data entry, and escalation handling.
• Recruit, train, and onboard new telecallers; build a strong induction and ongoing coaching program.
• Monitor calls (live and recorded) for quality assurance and provide structured feedback and coaching to agents and team leads.
• Track and report daily/weekly/monthly performance dashboards (calls made, connects, conversions, no-shows, revenue impact) to management.
• Coordinate closely with Sales, Marketing, and Site teams to align calling campaigns with ongoing promotions, launches, and site visit schedules.
• Manage attendance, discipline, incentive structures, and performance appraisals for the telecalling department.
• Identify technology needs (dialer systems, CRM, call recording tools) and work with management to implement and optimize them. • Handle escalations from customers and ensure high standards of communication and professionalism across the team.
Experience Requirements:
• Minimum 5 years of overall experience in a call centre / tele-calling environment, with at least 2–3 years in a managerial or team-lead role.
• Demonstrated experience managing a large telecalling department (team size, targets handled, and results achieved should be clearly stated in the resume).
• Strong track record of meeting or exceeding calling/conversion targets in a target-driven environment (real estate, BFSI, EdTech, telecom, or similar outbound sales settings preferred).
• Hands-on experience with CRM systems, dialer/calling software, and performance dashboards.
• Excellent communication skills in Hindi and English; working knowledge of the local dialect is an advantage.
• Strong leadership, team-building, and people-management skills, with the ability to motivate and retain a large frontline team.
• Data-driven approach with the ability to analyze calling metrics and translate insights into process improvements.
• Graduate in any discipline; MBA or equivalent management qualification preferred but not mandatory.
• Willingness to be based full-time at Bodhgaya.
