522 Call Center Manager jobs in India
Hospital Call Center Manager
Posted 30 days ago
Job Viewed
Job Description
Company Overview
Sir H.N. Reliance Foundation Hospital & Research Centre is a top-tier, multi-specialty tertiary care hospital in Mumbai with 345 beds. Known for its state-of-the-art infrastructure and a commitment to Respect for Life, it offers advanced diagnostic services and prioritizes excellence in medical care. With a legacy dating back to 1918, the hospital upholds its values through dedicated service and care, continuing a tradition of distinction in the healthcare industry.
Job Overview
We are seeking a dedicated and organized junior level Contact Center Manager to join our team at Sir H.N. Reliance Foundation Hospital & Research Centre in Mumbai. This is a full-time position where you will manage and streamline call routing processes to enhance communication efficiency in a healthcare environment. Join us to contribute to our commitment to excellent patient care and operational excellence.
Qualifications and Skills
- Proficiency in managing call routing, ensuring inbound and outbound call flows are efficient and effective.
- Excellent communication skills to interact with staff and manage patient queries professionally.
- Strong organizational skills to manage multiple tasks and streamline call center operations smoothly.
- Ability to implement and monitor call center performance metrics to ensure high-quality service delivery.
- Previous experience in a healthcare setting is preferred, providing insight into patient needs and operational goals.
- Capability to train and lead a team effectively, fostering a productive work environment.
- Problem-solving skills to quickly address and resolve any issues that arise with call handling and routing.
- Must be adept at using communication technology efficiently, ensuring all equipment functions optimally.
Roles and Responsibilities
- Manage, organize, and streamline call routing, ensuring efficient inbound and outbound call processes.
- Monitor call center operations, including assessing performance metrics to maintain service standards.
- Train and guide call center staff, ensuring team members are well-prepared to handle patient inquiries effectively.
- Address and resolve issues swiftly, maintaining a high level of quality and efficiency in call handling.
- Develop strategies to improve call center productivity and patient satisfaction rates.
- Coordinate with healthcare professionals to ensure patient needs are prioritized and met promptly.
- Maintain records of calls and manage data accurately for reporting and further improvement analysis.
- Oversee staff
Contact Center Engineer
Posted 5 days ago
Job Viewed
Job Description
About the Company
Do you love a Challenge? Are you Passionate about technology? Are you customer-obsessed? Looking to innovate? Join NAF Tech!
New American Funding (NAF) is a mortgage lender offering an array of loan options. Established in 2003 and headquartered in Tustin, CA, United States, NAF has a 3,640 + strong workforce across 190 branches and a servicing portfolio of 247,470+ loans and $65.3 billion.
By having a clear understanding of product requests, collaborating with our product teams and designers, and providing solutions to our business problems, this role will provide insights in our development efforts. We're expecting this candidate to be able to make independent decisions, and use their creativity to solve different problems, and most importantly of all, have fun with the team here!
Responsibilities
- Creation and modification of call flows, queues, people, roles, permissions, sites, and locations within Genesys Cloud platform
- Work with management and stakeholders to determine requirements for new requests.
- Create and modify Architect call flows.
- Create and update User Accounts for contact centre systems such as Free voice, Genesys, etc.
- Support end users with contact centre needs including desktop software support and hardware support.
- Manage trouble tickets according to company established SLAs.
- Work with contact centre related vendors to resolve issues.
- Track and manage contact centre assets.
- Assist with optimizing existing processes.
- Mentoring other support personnel on hardware and software problem analysis and resolution
Core Competencies:
- Experience and/or working knowledge of Genesys Cloud platform.
- Genesys Cloud Certification (preferred)
- Experience and/or working knowledge of APIs.
- Superior analytical, troubleshooting, and problem-solving abilities
- Basic programming skills with strong understanding of logic and data types
- Understanding of WebRTC and SIP
- Basic end user network trouble shooting
- Basic knowledge of Wireshark
- Desktop support experience
- Ability to work successfully in a fast-paced, high-pressure environment.
- Demonstrated ability to prioritize tasks and manage time wisely.
- Ability to work independently, analyses data, and recommend appropriate actions with minimal supervision.
- Resolution oriented with the ability to work in a team environment.
- Excellent written and oral communication and customer service skills
- Good Documentation skills
- Ability to communicate effectively verbally as well as written.
Contact Center Engineer
Posted 479 days ago
Job Viewed
Job Description
This is a remote position.
DUTIES AND RESPONSIBILITIES: Keeps computer systems running smoothly and ensures that users get the maximum benefit from them Installs and configures computer hardware operating systems and applications Monitors and maintains computer systems and networks Talks to the staff through a series of actions to help set up systems or resolve issues Troubleshoots system and network problems, diagnosing and solving hardware or software faults Provides support, including procedural documentation and relevant reports Sets up new users' accounts and profiles and deal with password issues Tests and evaluates new technology RequirementsSKILLS AND QUALIFICATIONS:
At least one year of working experience in IT. Tier 2 or Tier 3 Contact Center Engineer Knowledge of Network cabling and cable management Experience configuring router and firewall appliance IP Management skills Knowledge of VOIP is a plus Basic English communication skills Knows email reporting ticketing CRM knowledge (salesforce, Zoho) Active Directory knowledge (all platform is a plus) TECHNICAL & PHYSICAL REQUIREMENTS: 1. High speed and stable internet connection 2. A modern laptop/ desktop with a working headset and mic (Minimum of I-5 generation 10 for processor and 12GB RAM) 3. Super important — a quiet place to work, without any background noisesApplication Developer-Contact Center
Posted 1 day ago
Job Viewed
Job Description
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio
**Your role and responsibilities**
As a Application Developer you'll participate in many aspects of the software development lifecycle, such as design, code implementation, testing, and support. You will create software that enables your clients' hybrid-cloud and AI journeys
* Your primary responsibilities include:
* Looking 5+ experience contact center support analyst/specialist with bachelor's or master's Degree.
* Ensure System Uptime - Maintain 24/7 availability and reliability of contact center systems.
* Monitoring & Alerts - Set up dashboards, alerts, and track SLIs/SLOs to detect and resolve issues quickly.
* Incident Response - Act as Tier 2 support, lead incident resolution, and perform root cause analysis.
* Automation - Automate routine tasks, deployments, and failover processes to reduce manual effort.
* Performance & Capacity - Optimize system performance and plan for traffic growth and infrastructure scaling.
* Platform Maintenance - Manage upgrades, patching, and security of contact center tools and infrastructure
**Required technical and professional expertise**
* Strong knowledge on CISCO contact center platform.
* Working knowledge of ticketing tools (ServiceNow, Remedy, Jira, etc.).
* Good understanding of ITIL concepts and incident/change/problem management.
* Proficient in troubleshooting voice, chat, and email interaction issues.
* Strong communication, interpersonal, and customer service skills
**Preferred technical and professional experience**
* Basic scripting or SQL/Unix knowledge is a plus.
* Problem-solving mindset with attention to detail.
* Ability to work in a fast-paced, 24/7 support environment
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Avaya Contact Center Admin
Posted 2 days ago
Job Viewed
Job Description
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
**The Role**
As a System Administrator at Kyndryl, you'll solve complex problems and identify potential future issues across the spectrum of platforms and services. You'll be at the forefront of new technology and modernization, working with some of our biggest clients - which means some of the biggest in the world.
There's never a typical day as a System Administrator at Kyndryl, because no two projects are alike. You'll be managing systems data for clients and providing day-to-day solutions and security compliance. You'll oversee a queue of assignments and work directly with technicians, prioritizing tickets to deliver the best solutions to our clients.
One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. You'll also get the chance to share your expertise by recommending modernization options, identifying new business opportunities, and cultivating relationships with other teams and stakeholders. Does the work get challenging at times? Yes! But you'll collaborate with a diverse group of talented people and gain invaluable management and organizational skills, which will come in handy as you move forward in your career.
Your future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career, from Junior System Administrator to Architect. We have opportunities for Cloud Hyperscalers that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.
**Who You Are**
You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.
**Required Technical and Professional Expertise:**
+ Experience in 6 + years experience in Avaya Aura System Manager and Contact Center Manager Administration
+ Strong hands-on experience with **Avaya Contact Center platforms** including CM, CMS, AES & integration with 3rd party application
+ Familiarity with **VoIP** , **SIP** , **telephony protocols** , and **networking fundamentals** .
+ Experience with **call flow design** , **reporting** , and **performance tuning** .
+ Analyzing system logs, traces, and debug outputs to pinpoint issues
+ Replicating problems in lab or test environments to isolate root causes.
+ Utilizing advanced diagnostic tools such as Avaya Diagnostic Server, traceSM, and wireshark for in-depth packet and protocol analysis.
**Preferred Technical and Professional Experience:**
+ Administration (CCMA): For managing system configurations and user access
+ Avaya Diagnostic Server / trace SM: Advanced call and signaling trace analysis.
+ Wireshark and network analyzers: For deep packet inspection and network troubleshooting
+ Secondary Skill : Knowledge of Avaya CC, Genesys Cloud Contact Center, NICE, Verint.
**Being You**
Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.
**What You Can Expect**
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.
**Get Referred!**
If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Contact Center - GENESYS CLOUD
Posted 5 days ago
Job Viewed
Job Description
Contact Center - GENESYS CLOUD
Primary Location: Noida / Chennai / Bengaluru / Hyderabad / Pune
Experience: 14+ years
Position Overview (Job Summary):
The Genesys Developer will work with cross-functional teams to implement, customize, and support Genesys applications and platforms. This includes managing the full development lifecycle—requirements gathering, solution design, coding, testing, deployment, and support. The role demands deep technical expertise in Genesys technologies, strong problem-solving abilities, and adaptability to evolving requirements.
Primary Skills:
- Genesys Engage / Genesys Cloud CX / Genesys PureConnect
- IVR development tools (Genesys Composer, Interaction Designer, Architect)
- Programming: Java, C#, Python, JavaScript
- API Integration: RESTful, SOAP, Genesys APIs
- Telephony: SIP, VoIP, ACD, CTI
- Cloud Platforms: Genesys Cloud CX, AWS, Azure
- Database: SQL / NoSQL
- DevOps: Git, CI/CD tools
- Troubleshooting and debugging
- Communication and collaboration skills
Secondary Skills:
- Omnichannel routing (voice, chat, email, SMS, social media)
- Agile development methodologies
- Customer experience (CX) and journey mapping
- Security standards: PCI DSS, GDPR, HIPAA (preferred)
Experience:
- 14 to 20 years of total experience
- Minimum 5+ years of hands-on experience with Genesys platforms
- Proven track record in delivering contact center solutions in enterprise environments
Role and Responsibilities:
A. Key Responsibilities
- Analyze business requirements and design Genesys-based solutions
- Develop and customize routing strategies, IVR flows, chatbots, and integrations
- Integrate Genesys with CRM, databases, and telephony systems
- Provide Tier 2/3 support and resolve technical issues
- Develop and execute test plans and participate in code reviews
- Maintain technical documentation and architecture diagrams
- Stay updated with Genesys product updates and industry trends
- Ensure compliance with security and data privacy standards
- Communicate with clients and stakeholders, providing guidance and training
B. Additional Responsibilities
- Participate in continuous improvement initiatives
- Collaborate with internal and external teams to deliver optimized solutions
Educational Qualification:
- Bachelor’s degree in Computer Science, IT, Engineering, or related field
- Equivalent experience may be considered
Certifications (Preferred):
- Genesys Cloud CX: Professional, Developer, Architect, Workforce Management, Scripting, Quality Management, Outbound Certifications
D365 Contact Center PM
Posted 5 days ago
Job Viewed
Job Description
About Position:
We are seeking a highly analytical and detail-oriented D365 Contact Center PM
- Role: D365 Contact Center PM
- Location: All Persistent Locations
- Experience: 10+ Years
- Job Type: Full Time Employment
What You'll Do:
- 8+ years of program/project management experience, including 3+ years in Voice/Contact Center technologies. experience in D365
- Strong understanding of VoIP, SIP, IVR, PBX, CTI, SBCs, and cloud telephony solutions.
- Proven track record in offshore delivery management, working with globally distributed teams.
- Hands-on experience with Agile/Scaled Agile (SAFe), Scrum, or Kanban methodologies.
- Excellent stakeholder management, communication, and executive reporting skills.
- Proficiency with program management tools (e.g., Jira, Confluence, MS Project, Smartsheet, Rally).
- Work Hours until 1 PM PST
Expertise You'll Bring:
- 8+ years of program/project management experience, including 3+ years in Voice/Contact Center technologies. experience in D365
- Strong understanding of VoIP, SIP, IVR, PBX, CTI, SBCs, and cloud telephony solutions.
- Proven track record in offshore delivery management, working with globally distributed teams.
- Hands-on experience with Agile/Scaled Agile (SAFe), Scrum, or Kanban methodologies.
- Excellent stakeholder management, communication, and executive reporting skills.
- Proficiency with program management tools (e.g., Jira, Confluence, MS Project, Smartsheet, Rally).
- Work Hours until 1 PM PST Rate up to 33$/Hr.
- Exposure to conversational AI, voice assistants, and automation in contact centers.
- Familiarity with cloud environments (AWS, Azure, GCP) supporting voice solutions.
- Professional certifications such as PMP, PgMP, CSM, or SAFe.
Benefits:
- Competitive salary and benefits package
- Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications
- Opportunity to work with cutting-edge technologies
- Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
- Annual health check-ups
- Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment:
Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.
- We offer hybrid work options and flexible working hours to accommodate various needs and preferences.
- Our office is equipped with accessible facilities, including adjustable workstations, ergonomic chairs, and assistive technologies to support employees with physical disabilities.
- If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment. We are committed to creating an inclusive environment where all employees can thrive.
Let's unleash your full potential at Persistent
"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."
Be The First To Know
About the latest Call center manager Jobs in India !
Contact Center Engineer (India)
Posted 479 days ago
Job Viewed
Job Description
This is a remote position.
DUTIES AND RESPONSIBILITIES: Keeps computer systems running smoothly and ensures that users get the maximum benefit from them Installs and configures computer hardware operating systems and applications Monitors and maintains computer systems and networks Talks to the staff through a series of actions to help set up systems or resolve issues Troubleshoots system and network problems, diagnosing and solving hardware or software faults Provides support, including procedural documentation and relevant reports Sets up new users' accounts and profiles and deal with password issues Tests and evaluates new technology RequirementsSKILLS AND QUALIFICATIONS:
At least 3 years of working experience in IT. Contact Center Support Engineer (Ring Central or Nice CX One Tier 3) Knowledge of Network cabling and cable management Experience configuring router and firewall appliance IP Management skills Basic English communication skills Knows email reporting ticketing CRM knowledge (salesforce, Zoho) Active Directory knowledge (all platform is a plus) TECHNICAL & PHYSICAL REQUIREMENTS:1. Computer Specifications
Minimum Intel Specs
Processor: Core i7 8th generation (and above)
Core i5 10th generation (and above)
RAM: Minimum of 12 GB
Storage: 128 GB SSD or higher
Graphics: 2 GB graphics memory
Minimum AMD Specs
Processor: AMD Ryzen 5,7,9 (Minimum series 3600)
RAM: Minimum of 12 GB
Storage: 128 GB SSD or higher
Graphics: 2 GB graphics memory
Macintosh Specs
Processor: Core i7/ i5 / M1/ M2
RAM: Minimum of 12 GB
Storage: 128 GB SSD or higher
Graphics: 2 GB graphics memory
2. Main Internet Speed Requirement
Jitter: below 10ms
Latency: below 160ms
Upload: more than 25mbps
Download more than 40 mbps
Using internet speedtest:
VoIP Speed Test | 8x8 // Aircall’s VoIP Speed Test | Aircall// VoIP Speed Test: Check Your Network Reliability (getvoip.com)
3. Power Backup
A reliable power backup that could sustain a minimum of 8 hours (full shift)
Examples: Generators// Solar Panels// Portable power inverters etc. (UPS is not enough)
4. Internet Backup (Secondary internet)
Jitter: below 10ms
Latency: below 160ms
Upload: minimum of 25mbps
Download: minimum of 25mbps
Power and Internet Backup is a MUST.
Contact Center Engineer (India)
Posted 479 days ago
Job Viewed
Job Description
This is a remote position.
DUTIES AND RESPONSIBILITIES: Keeps computer systems running smoothly and ensures that users get the maximum benefit from them Installs and configures computer hardware operating systems and applications Monitors and maintains computer systems and networks Talks to the staff through a series of actions to help set up systems or resolve issues Troubleshoots system and network problems, diagnosing and solving hardware or software faults Provides support, including procedural documentation and relevant reports Sets up new users' accounts and profiles and deal with password issues Tests and evaluates new technology RequirementsSKILLS AND QUALIFICATIONS:
At least 3 years of working experience in IT. Contact Center Support Engineer (Ring Central or Nice CX One Tier 3) Knowledge of Network cabling and cable management Experience configuring router and firewall appliance IP Management skills Basic English communication skills Knows email reporting ticketing CRM knowledge (salesforce, Zoho) Active Directory knowledge (all platform is a plus) TECHNICAL & PHYSICAL REQUIREMENTS:1. Computer Specifications
Minimum Intel Specs
Processor: Core i7 8th generation (and above)
Core i5 10th generation (and above)
RAM: Minimum of 12 GB
Storage: 128 GB SSD or higher
Graphics: 2 GB graphics memory
Minimum AMD Specs
Processor: AMD Ryzen 5,7,9 (Minimum series 3600)
RAM: Minimum of 12 GB
Storage: 128 GB SSD or higher
Graphics: 2 GB graphics memory
Macintosh Specs
Processor: Core i7/ i5 / M1/ M2
RAM: Minimum of 12 GB
Storage: 128 GB SSD or higher
Graphics: 2 GB graphics memory
2. Main Internet Speed Requirement
Jitter: below 10ms
Latency: below 160ms
Upload: more than 25mbps
Download more than 40 mbps
Using internet speedtest:
VoIP Speed Test | 8x8 // Aircall’s VoIP Speed Test | Aircall// VoIP Speed Test: Check Your Network Reliability (getvoip.com)
3. Power Backup
A reliable power backup that could sustain a minimum of 8 hours (full shift)
Examples: Generators// Solar Panels// Portable power inverters etc. (UPS is not enough)
4. Internet Backup (Secondary internet)
Jitter: below 10ms
Latency: below 160ms
Upload: minimum of 25mbps
Download: minimum of 25mbps
Power and Internet Backup is a MUST.
Contact Center Engineer (India)
Posted 479 days ago
Job Viewed
Job Description
This is a remote position.
DUTIES AND RESPONSIBILITIES: Keeps computer systems running smoothly and ensures that users get the maximum benefit from them Installs and configures computer hardware operating systems and applications Monitors and maintains computer systems and networks Talks to the staff through a series of actions to help set up systems or resolve issues Troubleshoots system and network problems, diagnosing and solving hardware or software faults Provides support, including procedural documentation and relevant reports Sets up new users' accounts and profiles and deal with password issues Tests and evaluates new technology RequirementsSKILLS AND QUALIFICATIONS:
At least 3 years of working experience in IT. Contact Center Support Engineer (Ring Central or Nice CX One Tier 3) Knowledge of Network cabling and cable management Experience configuring router and firewall appliance IP Management skills Basic English communication skills Knows email reporting ticketing CRM knowledge (salesforce, Zoho) Active Directory knowledge (all platform is a plus) TECHNICAL & PHYSICAL REQUIREMENTS:1. Computer Specifications
Minimum Intel Specs
Processor: Core i7 8th generation (and above)
Core i5 10th generation (and above)
RAM: Minimum of 12 GB
Storage: 128 GB SSD or higher
Graphics: 2 GB graphics memory
Minimum AMD Specs
Processor: AMD Ryzen 5,7,9 (Minimum series 3600)
RAM: Minimum of 12 GB
Storage: 128 GB SSD or higher
Graphics: 2 GB graphics memory
Macintosh Specs
Processor: Core i7/ i5 / M1/ M2
RAM: Minimum of 12 GB
Storage: 128 GB SSD or higher
Graphics: 2 GB graphics memory
2. Main Internet Speed Requirement
Jitter: below 10ms
Latency: below 160ms
Upload: more than 25mbps
Download more than 40 mbps
Using internet speedtest:
VoIP Speed Test | 8x8 // Aircall’s VoIP Speed Test | Aircall// VoIP Speed Test: Check Your Network Reliability (getvoip.com)
3. Power Backup
A reliable power backup that could sustain a minimum of 8 hours (full shift)
Examples: Generators// Solar Panels// Portable power inverters etc. (UPS is not enough)
4. Internet Backup (Secondary internet)
Jitter: below 10ms
Latency: below 160ms
Upload: minimum of 25mbps
Download: minimum of 25mbps
Power and Internet Backup is a MUST.