Contact Centre Manager
Contact Centre Manager
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Job Description
Job Title: Contact Centre Manager
Location: Ahmedabad
CTC: 6–7 LPA
Experience Required: 5 Years (Outbound/Telesales Team Handling)
About the Role:
We are looking for an experienced and result-driven Contact Centre Manager to lead our Inbound and Outbound operations. The ideal candidate will have a proven track record in telesales team management and performance optimization. BFSI experience is preferred but not mandatory.
Key Responsibilities:
1. Team Leadership & Performance Management
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Lead mentor and develop a high-performing team of contact center agents.
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Set and monitor KPIs such as AHT FCR CSAT conversion rates etc.
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Drive team productivity and initiate performance improvement strategies.
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Foster a customer-first culture across all touchpoints.
2. Inbound Contact Center Operations
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Manage and resolve customer queries complaints and service requests effectively.
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Ensure TAT adherence and quality service delivery.
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Coordinate with backend operations and IT for smooth functioning.
3. Outbound Sales & Campaigns
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Oversee outbound campaigns focused on loan product sales and cross-selling.
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Work with Sales & Marketing to design impactful lead generation strategies.
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Analyze data to improve contact strategies and enhance conversion rates.
4. Process Optimization & Reporting
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Identify process gaps and drive continuous improvements.
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Utilize CRM and dialer tools for tracking and reporting.
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Generate regular MIS reports on productivity quality and customer feedback.
5. Compliance & Customer Handling
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Ensure compliance with all regulatory guidelines (RBI SEBI etc.).
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Conduct regular training on quality and compliance standards.
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Manage escalations and critical customer interactions with tact and empathy.
Key Requirements:
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5 years of experience in outbound/telesales operations with team leadership.
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Strong communication and coaching skills.
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Hands-on experience with dialers CRMs ticketing and workforce tools.
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Analytical mindset with understanding of call center metrics.
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BFSI experience is a strong advantage but not mandatory.
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Willingness to travel intercity occasionally for managing 3rd party operations.
Interested candidates can apply with their updated CVs at resume @ or for further queries connect on
Warm Regards
Shubhangi
Asst. Manager-HR
STAFFIAA SEVICES
Employment Type
Full Time
