Deputy Manager

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.