Senior Manager – Call Centre

Location: Hyderabad, HO

Employment Type: Full-time

Salary Range: 1.2 Lac – 1.5 Lac / month

Job Overview

We are seeking a driven and experienced Senior Manager – Call Centre to lead our dynamic sales and Supply chain team. This role is crucial for overseeing the daily operations of our call centre, ensuring team performance meets company targets, and reinforcing our brand’s commitment to quality and customer satisfaction. The ideal candidate will have a strong background in sales and supply chain management within a call centre environment and a passion for driving team success.

Key Responsibilities:

1. Leadership & Team Management

• Lead, mentor, and inspire a team of sales representatives, setting clear performance expectations and development goals.
• Conduct regular performance evaluations, provide constructive feedback, and implement growth plans for team members.
• Foster a positive and high-performing work environment that values teamwork and individual development.

2. Sales Strategy & Execution

• Develop and execute strategies to boost revenue and optimize call centre efficiency.
• Monitor sales data and analyse performance metrics to identify trends, opportunities, and areas for improvement.
• Collaborate with the sales and marketing departments to align call centre activities with business objectives.

3. Operational Management

• Oversee day-to-day call centre operations, ensuring optimal staffing and effective call handling to meet demand.
• Implement and maintain standard operating procedures for consistent, high-quality customer service.
• Resolve customer issues and complaints, ensuring timely and satisfactory solutions.

4. Training & Development

• Design and deliver training programs to enhance team members’ sales skills
• Keep the team informed on industry trends, product updates, and best practices for effective customer interactions

5. Reporting & Analysis

• Prepare and present regular performance reports on call centre metrics, sales achievements, and KPIs to senior management.
• Use data-driven insights to recommend and implement improvements

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field (or equivalent experience).
• Proven experience in sales management within a call centre setting, with a track record of achieving targets.
• Proficiency in Zoho CRM, call centre technology, and fluency in English, Hindi, and 1 regional language (e.g., Tamil, Telugu, Kannada, Marathi, Gujarati).
• Competencies: Exceptional leadership, communication, problem-solving, and organizational skills.
• Strong organizational and problem-solving abilities.